Scicom MSC Berhad Is Hiring A Specialist Quality Assurance

Join our team as a QA Specialist and play a vital role in ensuring high-quality processes and customer communications, enhancing the overall customer experience. 🚀

About the Role

As a QA Specialist, you will be responsible for monitoring, evaluating, and improving customer support standards, ensuring excellence in service delivery while adhering to set guidelines and maintaining a high level of customer satisfaction.

📝 Responsibilities

• Develop, maintain, train, and coach agents to enhance overall customer support quality.
• Review processes to improve call flow efficiency and the quality of interactions by call center agents (voice and e-services).
• Track pain points related to customer experiences, monitor trends, and prepare reports for potential improvements.
• Identify opportunities for process enhancements based on collected pain point data and trend analysis.
• Identify areas for service improvement impacting customer experience, including top DSAT contributors.
• Conduct investigations, root cause analyses, and case chronology documentation when needed.
• Support service quality improvements through QA audits, review of QA/OSAT, reporting, and process enhancements.
• Provide feedback to TSM/CC managers regarding improvement opportunities.
• Contribute to R&R programs, arrangements, and promotions.

🎯 Requirements

• Degree, Diploma, or an equivalent professional qualification.
• High integrity and professionalism with leadership qualities.
• Minimum 12 months in the current position with an excellent disciplinary and performance record.
• Dynamic, motivated, and result-oriented team player with strong interpersonal skills.
• Ability to work in challenging environments, demonstrate initiative, and work independently.
• Experience with L2.0 Technical expertise is advantageous.
• Excellent command of spoken and written English, Mandarin, and Cantonese.

💼 Compensation & Benefits

• Attractive salary range: RM4,500 – RM6,500
• Performance-related bonus for confirmed staff
• Annual leave: 15 days
• Medical leave: 14 days
• Comprehensive medical and hospitalization coverage
• Location: Kuala Lumpur