Quality Assurance Executive | Call Centre
Monitor and evaluate calls to assess service quality, script adherence, and professionalism
Score and document agent performance based on predefined quality parameters and guidelines
Provide constructive feedback and coaching support to agents to enhance performance and customer experience
Identify training needs and recommend targeted development programs
Maintain detailed records of call evaluations, quality reports, and performance trends
Ensure compliance with organizational policies, contractual obligations, and customer service protocols
Collaborate closely with the QA Team Lead on quality improvement initiatives, and support the updating of evaluation forms and quality standards as required
Perform other ad-hoc duties assigned by the management
Requirements:
Min.
Diploma / Degree or equivalent work experience in customer service or quality assurance
Minimum 2 years of experience in a quality assurance or customer service role within a call center environment
Strong written and verbal communication skills
Strong listening, analytical and critical thinking skills
High attention to detail and ability to manage multiple tasks in a fast-paced environment
Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools
Interested applicants, please what's app at Xiu Xia + *** to find out more about the role.
You can forward your updated resume to **********@cornerstoneglobalpartners.com
Company Registration Number: N | EA Licence: 19C9859 | Lim Xiu Xia
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