About the job Quality Assurance Analyst
Join Our Alpha Iota Family, Where Everyone Wins!
- Exciting Work-from-Home Opportunities
- Learning & Development Programs to Upskill Yourself
- Lucrative Salary Package
- Health and Wellness Perks & Benefits
- Motivating and Supportive Teams
.and lots more!
Alpha Iota is based in Southeast Asia, where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Heres what awaits you at Alpha Iota!
What would you be doing:
- Manage the quality assurance for the clients that Alpha Iota is serving.
- Monitor Live Chats from Customer Service Executives.
- Manage Alpha Iotas clients expectations by maintaining a good quality of internal output.
- Provide coaching and follow-up coaching sessions that are adhered to.
- Identify issues and areas of improvement (agent level, process, and business level), propose, approve, and track the necessary corrective action(s) to satisfactory.
- Dive into service quality issues, which are inclusive of Customer Service Satisfaction, First Contact Resolution, Average Response Time, Quality Assurance Evaluation pass rate, and customer complaints.
- Participate in the development and delivery of training and programme support for quality and operational needs. This includes soft skills, product, systems, and processes. You are also responsible to ensure and monitor the overall effectiveness of training.
- Promote a culture of high performance and continuous improvement that values learning and a commitment to quality among the team.
- Perform ad hoc tasks as assigned by management, ensuring timely and high-quality completion, such as supporting live customer interactions by handling chats through the live chat system when required, and maintaining professional and effective communication.
- Stay aligned and updated with company policies by spending several hours each month handling customer interactions.
- Conduct training sessions to equip new joiners with the necessary knowledge and skills to perform their roles effectively.
To be successful in this role, you will need to have:
- Minimum Diploma, Advanced/Higher/Graduate Diploma.
- At least 1 year of Quality Assurance (QA) / customer service experience in a contact centre environment or related industry.
- Proficient in Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Google Workplace (Google Docs, Sheets, Drive).
- Knowledge of customer service principles and practices, relevant computer applications, and administrative procedures.
- Excellent analytical problem-solving ability.
- Fluent in verbal and written English, Mandarin, and Bahasa Malaysia.
- Possess a personal laptop/computer and a good Internet connection.