Quality Assurance Specialist – Indonesian (Kuala Lumpur, Malaysia)

Quality Assurance Specialist – Indonesian (Kuala Lumpur, Malaysia)

This client will accept candidates willing to relocate.

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 looking for 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, service ability, 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 level.
• 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.

Role requirements

• Minimum of a Bachelor’s degree

• Excellent command of the Indonesian language, with advanced writing proficiency.

• Excellent and native communication soft skills in Indonesian/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.