Overview
Quality Assurance Specialist Jobs in Federal Territory of Kuala Lumpur, Malaysia at Concentrix
Title: Quality Assurance Specialist
Company: Concentrix
Location: Federal Territory of Kuala Lumpur, Malaysia
. Quality Analyst
Key Responsibilities:
- Conduct regular quality audits of recorded calls and emails, ensuring compliance with company standards and regulatory requirements.
- Evaluate agent interactions using predefined criteria, identifying strengths and areas for improvement.
- Deliver constructive, actionable feedback to agents and team leads to drive continuous performance improvement.
- Organize and lead calibration sessions with team leaders to ensure consistency and fairness in quality assessments.
- Track quality trends and recommend targeted coaching or training interventions.
Key Competencies
- :Analytical thinking and keen attention to detail
- .Strong interpersonal and coaching skills
- .Objective and fair in evaluations
- .Commitment to upholding quality and compliance standards
.
Required Qualification
- s:Bachelor’s degree with knowledge of Life Insuranc
- e.2-3 years’ experience in a Life Insurance contact centre, with at least 1 year in quality assurance or monitoring rol
- e.Familiarity with quality monitoring tools and methodologie
- s.Strong analytical and evaluation skill
- s.Excellent attention to detail and ability to provide constructive feedbac
- k.Effective communication and coaching skill
s.
