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Jobs in Malaysia   »   Jobs in Penang   »   Customer Service jobs   »   Quality Assurance Team Lead (Call Center)

Quality Assurance Team Lead (Call Center)

Petaling Jaya
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Job Description:

Complaint Management

  • Ensure that all candidate queries, escalations and concerns are managed to professionally, abiding by Company terms, policies & processes.
  • Demonstrate ownership of candidate issues, urgency, and work proactively with internal Company’s groups to resolve issues within the agreed SLAs/SLOs.
  • Continuous Improvement
  • Identify and report issues resulting in complaints, to improve/enhance processes and procedures.
  • Understand current business processes and tools, which impact our candidates and work with the necessary owners internally to permanently resolve any possible defects.
  • Share information and knowledge with other teams and members to reduce the number of repeated issues.

Process and Tools

  • Capture all candidate contact/pertinent information accurately and concisely within the data capture systems, while ensuring data is maintained.
  • Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, while keeping all relevant parties informed of actions taken to resolve the issue(s).
  • Utilize appropriate tools to ensure the candidate receives relevant and accurate information at all times.
  • Manage and oversee actions of high profile cases minimizing any possible liabilities towards Company and its clients

Job Requirement:

  • Candidate should at least possess Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent
  • At least 7 year(s) of working experience in the related field is required for this position.
  • Preferably Team Leaders specializing in Customer Service Quality Assurance or equivalent.
  • Exposure to call monitoring in a call center environment.
  • Highly communicative: Ability to speak and understand English, write business letters and reports. Able to get your point across both interpersonally and asynchronously.
  • Demonstrate analytical / planning and decision making skills.
  • Functional understanding of business principles and operations.
  • Proven people management skills in a similar environment is desirable.
  • Able to work with minimal supervision.
  • Excellent interpersonal skills with flexible approach to working in a team.
  • Rostering and Manpower planning skills.
  • Sound administrative and motivational skills.
  • 1 year Contract position available.
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Company Overview

ProMICOM Services (M) Sdn Bhd was incorporated in June 2004 and the corporate entity is MICOM Computer Centre (MICOM). MICOM was established in 1987 and has over the years evolved from a fledgling IT products retailer and IT service provider to an organization that has the expertise and resources to support medium to large scale organizations, with critical IT infrastructure and application requirements including the outsourcing of IT/Non-IT professional resources and payroll solution.

Currently 90% of our clients are multinational companies and government agencies from various business segments such as oil and gas, semiconductors, chemical, power, manufacturing, telecommunication and education.

Driven by a strong technical team, we strive continuously to provide high quality and advanced technological products, professional services and training to meet the constantly evolving and demanding needs of corporations.

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Company Summary
201-500 employees
Human Resources Management
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