Kerja Sepenuh Masa, Quality Assurance Specialist di SRKay Consulting Group Federal Territory - Maukerja

Key Responsibilities:

• Monitor and evaluate voice & non-voice interactions, including customer service calls, emails, live chats and telemarketing.
• Conduct quality checks based on company standards, internal policies and other market regulatory requirements.
• Provide constructive feedback and identify areas for improvement.
• Prepare quality reports and track performance trends.
• Support training, onboarding and quality improvement initiatives.
• Review and maintain SOPs, workflows and user manuals.
• Analyze customer feedback and identify opportunities to improve customer experience and operational efficiency.

Requirements:

• Minimum 2 years of experience in Quality Assurance, Customer Service or a related role.
• Strong analytical skills and attention to detail.
• Customer service / contact centre experience is preferred.
• Familiar with CRM systems and Microsoft Office.
• Insurance experience is an advantage, but training will be provided.