ENVISION TALENT SDN. BHD

<p><strong>Responsibility</strong></p>
<ul>
<li>Conduct quality assurance (QA) reviews on customer service interactions, including live chats, calls, and emails, to ensure compliance with company SOPs and service standards.</li>
<li>Evaluate customer service performance based on established quality metrics such as accuracy, tone, professionalism, response time, script adherence, and problem resolution effectiveness.</li>
<li>Monitor multilingual interactions (where applicable) to ensure consistency and communication standards are maintained across different markets.</li>
<li>Ensure customer service agents adhere to internal policies, operational guidelines, and compliance requirements.</li>
<li>Identify performance gaps, recurring issues, and training needs through regular QA monitoring and analysis.</li>
<li>Provide structured, objective, and constructive feedback to Customer Service agents and Team Leads to drive continuous improvement.</li>
<li>Prepare detailed QA reports, scorecards, and performance summaries for management review.</li>
<li>Track and analyze QA data trends to identify areas for operational enhancement and customer experience improvement.</li>
<li>Participate in calibration sessions to ensure scoring consistency, objectivity, and fairness across evaluations.</li>
<li>Collaborate with Customer Service, Operations, and Training teams to refine scripts, workflows, and service standards.</li>
<li>Assist in updating QA frameworks, evaluation forms, and SOP documentation when necessary.</li>
<li>Support the implementation and utilization of QA tools, CRM systems, and conversation analytics platforms to improve monitoring efficiency.</li>
</ul>

This job is a Quality Assurance Executive for Mandarin speakers. You might like this job because you&#x27;ll help improve customer service by reviewing chats and calls, giving feedback, and ensuring the team meets company standards.

Detail Oriented

Customer Service

Sales

Sales Management

Written English

Report Writing

Mandarin Chinese

Call Recording

Responsibility



-Conduct quality assurance (QA) reviews on customer service interactions, including live chats, calls, and emails, to ensure compliance with company SOPs and service standards.


-Evaluate customer service performance based on established quality metrics such as accuracy, tone, professionalism, response time, script adherence, and problem resolution effectiveness.


-Monitor multilingual interactions (where applicable) to ensure consistency and communication standards ...

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ENVISION TALENT SDN. BHD