Bachelors degree or equivalent diploma in any discipline
Candidate must be able to work on rotational shift (3 shift / 5 working days)
Minimum 1 years experience as QA in call center
Must be proficiency in Mandarin & English in terms of written, reading and speaking
Able to start work immediately is preferred.
Responsibilities:
Key Responsibilities:
Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
Package, deliver, and at times present key findings and briefings.
Conduct evaluations to identify areas of improvement
Monitor, analyse & audit trainees performance and call out any unusual trends
Identify training needs by working with operations team and QA