Quality Assurance Specialist – Chinese (Kuala Lumpur, Malaysia)

Quality Assurance Specialist – Chinese (Kuala Lumpur, Malaysia)

This opportunity is located in Kuala Lumpur, Malaysia – A relocation package available.

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are currently looking to hire a Quality Assurance Specialist responsible for all types of training and quality assurance within the company, as well as participation in process improvements that support continuous improvement in the organisation.

Quality Assurance includes monitoring and analyzing the interactions between support and clients to ensure customer support team members are performing to standard. The TQA specialist then needs to take feedback from Quality Assurance and Training to pioneer interventions that foster continual organisational improvement.

Responsibilities

• Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base and training material.

• Enhance employees’ skills, performance, productivity, and quality of work.

• Monitor all inbound and outbound client communication channels according to the QA template.

• Verify customer service results by measuring skills in product knowledge, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions.

• Provide feedback and coaching to support on a daily/weekly/monthly basis.

• Use all available reports to compile and track performance at department, team, and team member levels.

• To prepare and analyze regional internal quality reports to QA Manager.

• Participate in calibration and ensure minimum variance from the team standard.

• To perform other tasks assigned by management. Undertake any other ad-hoc tasks assigned by the Line Manager when required.

Qualifications

• Minimum of a Bachelor’s degree
• Excellent command of the Chinese language, with advanced writing proficiency;
• Excellent and native communication soft skills in Chinese/English or other relevant languages.
• Good communication skills in English
• Experience in forex or financial services would be an added advantage.
• Previous experience in training delivery and quality assurance is preferred.
• Research, planning, organizing, time management and high level of administrative skill
• Problem-solving skills and ability to adapt fast to change
• Highly motivated and able to work under pressure
• Creative thinking skills and ability to address issues proactively
• Ability to take initiative, work independently as well as work flexible schedules/hours when needed.
• Ability to organize, multitask and exercise time management
• Ability to consistently exercise discretion and judgment in creative endeavors.
• Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
• Ability to accommodate various interpersonal and communication styles.
• Ability to simplify complex concepts
• Hunger for what’s next and new
• Great attitude