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Quality Analyst | CE Financial

Location Malaysia, Malaysia
Posted 03-August-2021
Description

Job Description :
Get to know our Team:
Customer Experience team drives one of our core values Outserve Our Customers and provide support to in-country business units and a wide range of verticals
Promoting ease to our customers driver and merchant partners and passengers using Grab financial services, including but not limited to payments, mobile wallet transactions, financing, insurance and wealth in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
Provide quality assurance support to the customer support executives serving Grab financial services customers in Singapore. Work location is in KL, Malaysia.
Be the strong advocate of superb and consistent service quality delivery through systematic monitoring, tracking of service performance against SOPs and targets
Be creative in problem solving, meticulous in root case identification and process improvement
The day-to-day activities:
Review and rate phone call recordings, email, chat responses of Customer Experience representatives using the prescribed quality guidelines on part with industry FIs
Provide clear, detailed and actionable constructive feedback and tracking to our Customer Experience representative and recommendations to the Supervisor in-charge.
Facilitate and drive calibration meetings to ensure consistent understanding of quality guidelines and expected behaviors.
Participate in vertical meetings to ensure stakeholder feedback affecting quality guidelines and expected behaviors are integrated to the quality checklist.
Recommend ways to improve processes, call flows, scripts and guidelines based on actual call and email reviews and observations.
Document quality assessments and feedback.
Generate and manage trending quality scores and relevant data while providing reports to stakeholders as prescribed by TQA Management.
Continuously learn and update oneself on the latest product and process.
To analyse and provide reports alongside recommendations to improve.
The must haves:
Bachelor's degree in either Business, Communications, Education or related discipline or equivalent
At least 3-5 years experience in the same capacity in a Customer Service organisation in financial/ banking industry or payment processors
Familiarity with payment wallet, cards, wealth, insurance products, risks operations, client money protection, personal data privacy policies would be a definite advantage
Banking industry certification would be a plus
Strong acumen in data analysis, reporting, time management, and organizational skills
Project management experience preferred
Exposure to Zendesk, Livechat and digital servicing channels and analytics will be an added advantage
Advanced presentation, interpersonal, time management, and organizational skills
Proficiency in using Microsoft products such as Excel, PowerPoint, Word
Ability to communicate results to management and in a fast paced environment
Can thrive under minimal supervision
Ability to work both independently and in a team environment
Outstanding organizational skills with multitasking skills

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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