job description
Join Tambadana as a Quality Assurance Executive (Call Centre) and play a pivotal role in ensuring exceptional customer service standards. Based in the vibrant locations of Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions. This role is perfect for detail-oriented professionals who thrive in dynamic environments and are passionate about delivering excellence.
As a Quality Assurance Executive, you will analyze call and email interactions, identify trends, and provide constructive feedback to improve team performance. Your insights will directly contribute to elevating customer satisfaction and operational efficiency. If you have a keen eye for detail and a commitment to continuous improvement, this is the opportunity for you.
Tambadana offers a competitive salary range of RM 3,000 – RM 4,200 per month, along with a collaborative work environment and opportunities for professional growth. Apply now to be part of a team that values quality and innovation.
Responsibility
- Monitor and evaluate customer service interactions, including calls and emails, to ensure adherence to quality standards.
- Analyze performance trends and provide actionable feedback to enhance agent performance.
- Develop and implement quality assurance policies and procedures to improve service delivery.
- Collaborate with team leaders to identify training needs and recommend solutions.
- Track and report on key performance indicators (KPIs) to measure team success.
- Conduct regular calibration sessions to ensure consistency in evaluation standards.
- Assist in resolving escalated customer issues to maintain high satisfaction levels.
- Contribute to the continuous improvement of call center operations through data-driven insights.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Proven experience in a quality assurance or customer service role, preferably in a call center environment.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and interpersonal skills to provide constructive feedback.
- Proficiency in using quality monitoring tools and CRM software.
- Ability to work independently and collaboratively in a fast-paced environment.
- Detail-oriented with a commitment to maintaining high-quality standards.
- Familiarity with call center metrics and performance evaluation techniques.