Job Summary
If you possess the attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you!

Main Requirements:

• Fluent English, Mandarin, & Cantonese (verbal and written)
• Basic to Intermediate proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
• Strong communication and interpersonal skills
• Attention to detail
• Customer service or contact center experience
• Organizational and multitasking skills
• Ability to work in a team environment
• Self-motivated and able to work independently
• Analytical thinking
• Flexibility with shifts

Key Responsibilities:

• Monitoring Agent Interactions: Reviewing recorded or live calls/chats for quality assurance based on pre-defined scorecards or criteria.
• Conducting Evaluations: Assessing agent performance for accuracy, compliance, tone, customer service effectiveness, and procedural adherence.
• Coaching Sessions: Holding daily or weekly 1-on-1 coaching sessions with agents to provide feedback and guidance for improvement.
• Reporting: Compiling quality reports for individual agents, teams, and call center performance trends.
• Call Calibrations: Attending calibration sessions with internal teams and clients to ensure consistent evaluation standards.
• Process Improvement: Identifying performance trends, analyzing root causes of quality issues, and recommending process enhancements.
• Training Facilitation: Leading training sessions or briefings related to quality assurance, client updates, or process changes.
• Collaboration: Engaging with Operations Managers, Supervisors, and Quality Managers to align on performance goals and improvements.· Supervisor Audits: Randomly evaluating supervisor-reviewed calls for consistency and accuracy.