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This job is about ensuring customer service agents do their best work. You might like this job because you’ll analyze data to boost performance, collaborate with teams, and help create tools to support agents in real-time.
Undisclosed
Malaysia, Kuala Lumpur
Job Description
• Driving the Quality of BPO Agents: Enhance agent performance through targeted quality initiatives.
• Designing Analytical Frameworks: Identify performance gaps through data analysis.
• Collaborating with BPO QA: Work closely to address and close performance gaps among agents.
• Creating Monitoring Frameworks: Develop strategies for monitoring low-performing agents.
• Conducting Side-by-Side Monitoring: Engage in random live call and chat listening for real-time performance assessment.
• Leading QA Calibration Exercises: Facilitate calibration sessions to align quality assessment criteria.
• Maintaining the Knowledge Base: Ensure all resources are current and accessible for team members.
• Responding to Requests from Quality Manager: Provide timely support and information as needed.
• Implementing Continuous Improvement Initiatives
Job Requirements
To succeed in this role, you should ideally possess:
• Intermediate English Proficiency or Above
• Bachelor’s Degree in a related field
• 2-3 Years of Experience in the relevant industry
• Strong Analytical and Listening Skills
• Effective Communication and Interpersonal Skills
• Proficiency with Databases and Microsoft Office
• Knowledge of QA Terms, Tools, and Methodologies
• Analytical, Problem-Solving, and Decision-Making Skills
• Customer Service Competency
• Ability to Work Collaboratively in a Team Environment
• Experience leading BPOs and giving direction
Company Benefits
Collaborative team
We are as diverse as the region we connect, because we value the power of difference.
Rewarding career
We value curiosity and passion that allow the best ideas to surface from our people. We experiment, we learn, and we do better every day.
Diverse opportunities
Build your future with Lazada in in Commercial, Marketing, Technology, Customer Care, Strategy & Management, Corporate Function, and more!
Additional Info
Company Activity
Last active - few days ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Customer Service, IT Product Management, Manufacturing Quality Assurance
Company Profile
