Total 275 quality assurance job vacancies in Customer Service category in Malaysia

Objectives of the position:

This role is for the Customer Quality Support for Company’s product distribution where Customer’s feedback & Product Quality requirements / issues are handled. The person will be responsible to handle Customers requirements such as complaints, test data & other technical information as requested. Customer complaints handling will also include the necessary communication with all the stake holders (Customer, Supplier, CS, PP, SVM, LOG). Knowledge in cable testing and specification requirements will be required to understand Customer complaints (technical & logistics).

Key Responsibilities:

1. Manage Customer complaint processes such as acknowledgement of the complaint, updating into SAP, keeping track of the complaint, closure of the complaint & summarizing for monthly reporting. Proper handling of customers’ needs by providing accurate and timely information on enquiries related to cable standards, test reports and handling of customer complaints.

2. Track supplier quality by means of in-coming inspection when required or arise from Customer complaints. Update results in SAP system and release inspected lots according to the usage decision defined. To generate supplier CAR and track for corrective action by liaising with the supplier.

3. Familiar with and comply to international cable testing standards and procedures. Contribute to achieving company & department KPIs through due diligence, duty of care & personal accountability for Quality assurance in all tasks.

4. Liaising with relevant departments to effectively close the Customer complaints

5. Maintain records in SAP

6. Operate Laboratory test equipment when required

7. Assist Customer’s Technical enquiries e.g Product Test Report, RoHS, REACH, CE

8. Supplier claim processes and 8D report.

9. Prepare and issue Customer Test Certificates & COC

10. Assist in other day to day activities related to QA department as assigned by Superior.

Skills & Qualification:

▪ Min. Diploma or Degree in Engineering (Electronics / Electrical) or equivalent

▪ Min. 2 years’ experience in electrical / electronic product testing and qualification. Fresh can also apply

▪ Knowledge in ISO 9001 : 2015 QMS standard.

▪ Must be able to operate lab equipment (calliper, visual scope, resistance checker, High voltage tester).

▪ Prior experience in SAP system is required for this role. Knowledge of cable product testing is an added advantage.

▪ Good written and communication skills

▪ Good customer handling skills and able to communicate to all levels in the organization

▪ Proficient in Microsoft Words and Excel

▪ Addresses present issues immediately and independently

▪ Possess self-confident and willing to share opinions and expertise in discussions

▪ Anticipate potential problems and takes action to avoid crisis

▪ Provide support to colleague in the Department and work as a team to achieve Department goals and targets

เกี่ยวกับเรา

บีจัก เป็นโบรกเกอร์ประกันรถยนต์ออนไลน์ มีสำนักงานใหญ่ที่ประเทศมาเลเซีย และสำนักงานย่อยในประเทศไทย ญี่ปุ่น และไต้หวัน เราเป็นโบรกเกอร์ประกัยภัยที่ใหญ่ที่สุดในมาเลเซีย และเอเชียตะวันออกเฉียงใต้ 

บีจัก ให้ความสำคัญกับการนำเทคโนโลยีใหม ทั้งด้าน Customer API, Data Analytic, AI และ Blockchain เพื่อให้ลูกค้าเข้าถึงการติดต่อ และซื้อประกันรถยนต์ได้อย่างมีประสิทธิภาพ 

บีจัก ประเทศไทย หรือในนามของ “ดีชัวร์” ได้เปิดให้บริการลูกค้าด้านประกันรถยนต์กับ 24 บริษัทประกันชั้นนำ พ.ร.บ. และภาษีรถยนต์ สามารถดูข้อมูลได้ที่ https://dsure.com/ 

• ทำงานร่วมกับทีมคอลเซ็นเตอร์ เพื่อตรวจสอบ การโทร แชท และอีเมลล์ เพื่อให้มั่นใจว่าได้ปฏิบัติตามมาตรฐานเเละคุณภาพของบริษัท
• สร้างมาตรฐานเเละกระบวนการวัดคุณภาพและข้อแนะนำสำหรับตัวแทนบริการลูกค้าของบริษัท
• ดำเนินการตรวจสอบและประเมินการจัดการลูกค้าของพนักงานอย่างสม่ำเสมอเพื่อค้นหาปัญหา รหือสิ่งที่ต้องปรับปรุง
• ให้ข้อเสนอแนะที่สร้างสรรค์ให้แก่ตัวแทนบริการลูกค้าเพื่อเสริมสร้างประสิทธิภาพและความพึงพอใจของลูกค้า
• ร่วมงานกับทีมฝึกอบรมเพื่อพัฒนาและปรับปรุงการฝึกอบรม
• วิเคราะห์ข้อมูลจากลูกค้าเพื่อระบุแนวโน้มและแนะนำการปรับปรุง
• มีส่วนร่วมในการกำหนดกลยุทธ์ด้านการประเมินคุณภาพในการบริการลูกค้า

คุณสมบัติผู้สมัคร

• วุฒิการศึกษาปริญญาตรีในสาขาที่เกี่ยวข้อง 
• ประสบการณ์เป็น QA ในทีมบริการลูกค้า
• มีทักษาการใช้งาน G Suite และ CRM 
• เข้าใจหลักการและแนวทางที่ดีในการให้บริการลูกค้า
• ความใส่ใจในรายละเอียดและทักษะในการวิเคราะห์ที่ยอดเยี่ยม
• ทักษะการสื่อสารและความสามารถในการร่วมงานกับผู้อื่น
• มีทัศนคติที่ดี และมีไหวพริบแก้ไขปัญหาเฉพาะหน้า 
• มีประสบการณ์ หรือเข้าใจการทำงานรูปแบบบริษัทสตาร์ตอัพ 

Objectives of the position:

This role is for the Customer Quality Support for Company’s product distribution where Customer’s feedback & Product Quality requirements / issues are handled. The person will be responsible to handle Customers requirements such as complaints, test data & other technical information as requested. Customer complaints handling will also include the necessary communication with all the stake holders (Customer, Supplier, CS, PP, SVM, LOG). Knowledge in cable testing and specification requirements will be required to understand Customer complaints (technical & logistics).

Key Responsibilities:

1. Manage Customer complaint processes such as acknowledgement of the complaint, updating into SAP, keeping track of the complaint, closure of the complaint & summarizing for monthly reporting. Proper handling of customers’ needs by providing accurate and timely information on enquiries related to cable standards, test reports and handling of customer complaints.

2. Track supplier quality by means of in-coming inspection when required or arise from Customer complaints. Update results in SAP system and release inspected lots according to the usage decision defined. To generate supplier CAR and track for corrective action by liaising with the supplier.

3. Familiar with and comply to international cable testing standards and procedures. Contribute to achieving company & department KPIs through due diligence, duty of care & personal accountability for Quality assurance in all tasks.

4. Liaising with relevant departments to effectively close the Customer complaints

5. Maintain records in SAP

6. Operate Laboratory test equipment when required

7. Assist Customer’s Technical enquiries e.g Product Test Report, RoHS, REACH, CE

8. Supplier claim processes and 8D report.

9. Prepare and issue Customer Test Certificates & COC

10. Assist in other day to day activities related to QA department as assigned by Superior.

Skills & Qualification:

▪ Min. Diploma or Degree in Engineering (Electronics / Electrical) or equivalent

▪ Min. 2 years’ experience in electrical / electronic product testing and qualification. Fresh can also apply

▪ Knowledge in ISO 9001 : 2015 QMS standard.

▪ Must be able to operate lab equipment (calliper, visual scope, resistance checker, High voltage tester).

▪ Prior experience in SAP system is required for this role. Knowledge of cable product testing is an added advantage.

▪ Good written and communication skills

▪ Good customer handling skills and able to communicate to all levels in the organization

▪ Proficient in Microsoft Words and Excel

▪ Addresses present issues immediately and independently

▪ Possess self-confident and willing to share opinions and expertise in discussions

▪ Anticipate potential problems and takes action to avoid crisis

▪ Provide support to colleague in the Department and work as a team to achieve Department goals and targets

Customer IT Assurance Manager
Hybrid
Up to £80,000 per annum
We're looking for an experienced Customer IT Assurance Manager for our globally recognised Client, a leading specialist in insurance with offices located throughout the UK.
As the Customer IT Assurance Manager you will assist in the operation of Technology External Assurance function's focus on Customer Information Security Assurance by the execution and oversight of activities including bids & tenders, contract reviews, due diligence, audits, findings and reporting to manage and deliver the expectations aligned to defined SLAs and deadlines.
Core Responsibilities:
* Take an active part in the operation of the function by overseeing the activities of other members of the team and deputising for the Senior Manager, 3rd Party IT Risk as required.
* Support Commercial and Tender teams with the information security component of new business opportunities including questionnaires, presentations, and customer calls.
* Execute and oversee the end-to-end delivery of the information security components of customers audits, including planning, scoping, preparation, documentation, delivery and follow-up, in direct partnership with customers and internal Commercial teams.
* Reviewing and negotiating customer contractual IT agreements and clauses to ensure that customers' expectations can be fully met and aligned.
Key Skills / Qualifications needed for this role:
* Senior professional experience with management responsibilities in either a Big 8 external practice, Internal Audit, or regulated Assurance function.
* Certified in relevant audit, risk and security certifications preferably with one of the following: IIA, CISA, CISM, or CISSP
* Experience of working in a UK regulated organisation, especially FCA/PRA or UK GDPR
* The role requires strong Information Security/Assurance, Audit, Compliance and Risk knowledge, experience of IT Risk and assurance frameworks, and control assurance assessments (e.g. ISO 27001, PCI DSS, CIS 20, NIST, ISACA IT Risk).
There's a true flexible working culture and leading benefits. (Great pension, bonus, flexible working, etc). Although the team work remotely this position would require office days every now and then in one of their UK based offices for those important meetings. Along with a great benefits package.

The Opportunity

We are looking for experienced Service Assurance vices professionals from within the Insurance industry who carries the passion in solving the most complex issues and addressing escalated queries within the team. This role reports directly to the Head of Policy & Client Services.

Responsibilities

• Ensure effective management of complaints from point of receipt to point of resolution for the complaint management team, in accordance to MAS complaint handling framework.
• Ensure compliance to Global, Regional and local regulatory guidelines or regulations, in order to safeguard policyholders’ interests, protect company’s reputation, uphold our service quality and align with good practices.
• Ensure timely and accurate reporting to Regulatory, Board, Management and Regional entities so that decision making can be based on reliable statistics and information.
• Provide management support in complaints tracking, documentation and resolution
• Ensure adherence to the expected turnaround times as laid out in the complaint process flow
• Maintain impartiality and strive towards equity in the resolution of complaints based on Fair Dealing principles
• Escalate complaints to the relevant business units for their investigations, findings and recommendations
• Obtain management approval for exception handlings where necessary
• Provide support to the frontline teams where necessary to manage and contain issues before they escalate into complaints

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
  

What we are looking for

• Minimum Diploma
• 7 years of customer service experience in insurance industry, with experience handling escalated queries and complaint management
• Excellent written and verbal communication
• Excellent interpersonal skills
• Creative Problem Solving Skills
  

What we can offer you

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.
  

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.
  

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Job Descriptions

• Ensure effective management of complaints from point of receipt to point of resolution for the complaint management team, in accordance to MAS complaint handling framework.
• Ensure compliance to Global, Regional and local regulatory guidelines or regulations, in order to safeguard policyholders’ interests, protect company’s reputation, uphold our service quality and align with good practices.
• Ensure timely and accurate reporting to Regulatory, Board, Management and Regional entities so that decision making can be based on reliable statistics and information.
• Provide management support in complaints tracking, documentation and resolution
• Ensure adherence to the expected turnaround times as laid out in the complaint process flow
• Maintain impartiality and strive towards equity in the resolution of complaints based on Fair Dealing principles
• Escalate complaints to the relevant business units for their investigations, findings and recommendations
• Obtain management approval for exception handlings where necessary
• Provide support to the frontline teams where necessary to manage and contain issues before they escalate into complaints

Requirements:

• Minimum 4 years of financial industry customer service / complaints management experience
• Candidates with the relevant skillsets but without experience in the financial industry may be considered
• Well spoken and written

Kindly apply online or send your CV to andylee@talentedge.com.sg

Planning and Organisational Support the Deputy Care Quality Support Manager with planning and organising the Trustwide CREWS assessment programme through effective and efficient administration processes. Plan and organise clinical area visit programmes, as required by the Executive Assistant to the Chief Nurse, and Care Quality Support Manager and her Deputy, liaising with stakeholders both internal and external to the organisation. Meetings Prepare agendas and collate relevant attachments, attend and complete action trackers for the following meeting(s): CQD Admin meeting (monthly) Support the Care Quality Senior Leadership Team with annual meeting planning, ad-hoc events, presentations and interviews, including room bookings, audio visual equipment, ordering of refreshments etc. Support the Care Quality Senior Leadership Team with management of meeting papers through the Admin Control System. Support the Care Quality Senior Leadership Team to ensure designated actions from meetings are completed in a timely manner. Financial responsibilities Deal with SBS ordering requests on behalf of the Care Quality Senior Leadership Team. Support the Care Quality Admin Team with ad-hoc administrative duties including ordering stationery, printing and laminating when requested, ensuring costs are kept to a minimum Training and Education Ensure mandatory training is kept up to date. To undergo training as necessary to meet the needs of new developments within the Care Quality Directorate. Support less experienced staff and lead by example. Participate in the annual Appraisal process with the Deputy Care Quality Support Manager. HR responsibilities To assist with inputting Appraisal and Sickness information on to ESR as required. Support the Care Quality Senior Leadership Team with ensuring annual leave requests for direct reports are added to the annual leave spreadsheet and line managers calendars and individual annual leave records maintained and kept up to date.

• 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center’s quality framework and methodology.
• Excellent interpersonal and communication skills.
• The job requires Multilingual skills –Fluent in English and Knowledge of Bahasa language and Mandarin language (speaking and writing) as the candidate needs to communicate effectively with different stake holders.
• Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to work in a fast-paced environment.
• Strong attention to detail.
• Coaching experience is a plus.
• Knowledge of digital advertising is a plus.
• Experience in performing Root Cause Analysis/drilldown is a plus.
• Open to all having the aforesaid skill sets to perform the job.

As a member of Team Central Provident Fund (CPF), you will play a crucial role in helping over 4 million members save for their retirement, healthcare, and housing needs as well as helping them cope with life’s uncertainties. With a fulfilling career, career growth, and development opportunities, you will be part of a big family of dedicated professionals. Join us and champion financial security for Singaporeans while leaving a lasting legacy.

What you will be working on

As a part of the Service Quality Management team, you will be responsible for the implementation and managing of the Board’s Customer Relationship Management System (CRMS) that is used by frontline and backend departments to handle correspondences with our customers. You will ensure successful deployment and integrations of the systems to improve the service quality and customer experience.

Your broad responsibilities include

• Serve as the primary liaison between business teams, overseeing project progress and gathering feedback.
• Collaborate with stakeholders to define clear business requirements and ensure smooth integration of systems.
• Participate in testing to ensure system readiness and alignment.
• Troubleshoot and resolve project blockers in collaboration with IT colleagues and vendors.
• Provide post-implementation support and ensure alignment.
• Harmonise business processes to accommodate changes from the new system.
• Support change management communications and training plans for internal users during the transition phase.
• Provide training on new digital capabilities to deliver accurate information to customers.
• Identify gaps in system and business needs for future enhancements.
• Review and streamline policies & processes based on emerging technologies and methodologies to keep abreast of market practices

What we are looking for

• Prior experience in project management or operations management, preferably in a customer service or digital transformation environment.
• Familiarity of managing and implementing enhancements to improve processes and increase productivity/efficiency would be advantageous.
• Knowledge of CRMS platforms such as Salesforce would be preferred.
• Good experience with testing methodologies and quality assurance processes.
• Good communication and stakeholder management skills.
• Ability to work collaboratively in a cross-functional team environment.
• Ability to collaborate and communicate with stakeholders to ensure alignment and successful project outcomes.
• The successful candidate will hold the corporate title of Manager/Senior Manager, with seniority based on individual work experiences.

What you can expect

• A challenging and rewarding career
• A variety of formal and informal training to enhance your skills in the evolving technology landscape
• Promotion opportunities based on your capability and on-the-job performance
• A friendly work environment with like-minded colleagues to co-create and collaborate together
• A hybrid work model allowing remote work for up to 50% of the time, contingent upon the exigencies of service
• A productive yet growth-oriented workplace with a flexible dress code empowering you to decide your appropriate outfit for the day
• A comprehensive rewards package
• Annual leave and pro-family leave
• Medical and dental benefits
• Access to recreational activities
• Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position

About Central Provident Fund Board

At the Central Provident Fund (CPF) Board, we believe in developing individuals who are inspired to do their life’s best work, through 3Ps: Purposeful Work, Professional Growth, People & Culture.

Purposeful Work – The CPF Board helps 4 million members save for their retirement, healthcare and housing needs. Beyond being a pension fund, we are unique in being a national social security organisation, and we serve CPF members knowing that we make a difference.

Professional Growth – At CPF Board, you will have the opportunity to learn on the job and pick up new skills and knowledge. Although you are joining one organisation, you will have access to many career paths in the years ahead.

People and Culture – When you join CPF Board, you become part of a mission-oriented organisation with a strong culture of teamwork, collaboration, and innovation. As an employer, we value our people as our greatest asset, and foster a culture of respect, diversity, and inclusivity, where everyone's voice is heard, and contributions are recognised and celebrated.

Come and be a part of #TeamCPF today, to make a difference in the lives of others and in the future of Singapore.

Please ensure that you have fully read the job description and person specification before applying for this role.

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

75 - 100%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will be Doing:

• Performs daily quality audits for FCS front and back office or with other correspondence.
• Conducts audits of the production activities of assigned group, e.g., Fraud or dispute investigation (Opened via call, document or falcon to fraud), chargebacks, merchant rebuttals, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures. Provides feedback to operation team regarding areas for improvement and recommends educational opportunities for staff.
• Monitors audit schedule to ensure compliance to the quality audit plan.
• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
• Consults with senior peers and/or management on non-complex projects to learn through experience.
• Other related duties assigned as needed.

What you bring:

• Education: High school diploma or equivalent
• Bachelor's degree (preferred)
• In-depth understanding of the company's products, services, and business operations
• Familiarity with quality concepts, terminology, and goals
• Open to work from office or Hybrid model as per the requirements
• Proficiency in MS Office applications such as Word, Excel, and PowerPoint
• Thorough knowledge of call center and back-office operations and daily tasks of personnel in audited groups
• Proficiency in online tools relevant to the audit position
• Strong verbal and written communication skills
• Effective customer service, problem-solving, organizational, and multitasking abilities
• Sharp analytical skills and the capacity to identify trends and patterns in data
• Ability to work independently and collaboratively.

• What We Offer You:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  A broad range of professional education and personal development possibilities – FIS is your final career step!A competitive salary and benefits

• A variety of career development tools, resources and opportunities
  With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will be Doing:

• • Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
  • Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
  • Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
  • Monitors audit schedule to ensure compliance to the quality audit plan.
  • Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
  • Assists in the evaluation of quality audit disputes.
  • Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
  • Consults with senior peers and/or management on non-complex projects to learn through experience.
  • Other related duties assigned as needed.
   

What you bring:

• Education: High school diploma or equivalent
• Bachelor's degree (preferred)
• In-depth knowledge of the company’s products, services and business operations
  • Knowledge of quality concepts, terminology, and objectives
  • Knowledge of MS Office, e.g., Word, Excel and Access required
  • Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
  • Proficiency in the online tools required for the position being audited
  • Excellent verbal and written communication skills
  • Excellent customer service, problem solving, organizational, and multi-tasking skills
  • Strong analytical skills and the ability to see trends and patterns in data
  • Ability to work both independently and in a team environment

Preferable:

Banking – Deposits processing and knowledge is preferable.

Voice Quality in Customer service Banking – US process

• What We Offer You:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  A broad range of professional education and personal development possibilities – FIS is your final career step!A competitive salary and benefits

• A variety of career development tools, resources and opportunities
  With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

High School Diploma

Travel Percentage :

0%

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Job Description Summary

Monitor activity in Consumer contact centres to measure quality levels and recommend updates to procedures or training. Produce quality-related reports and feedback to managers to ensure improved quality levels in the contact canters.

Entry level professional individual contributor role. Works on problems of limited scope, following standard practices and procedures with detailed instruction on new work.

Job Description:

Performs daily quality audits of the call censer and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.

• Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.

• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call canter representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.

• Monitors audit schedule to ensure compliance to the quality audit plan.

• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.

• Assists in the evaluation of quality audit disputes.

• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.

• Consults with senior peers and/or management on non-complex projects to learn through experience.

• Other related duties assigned as needed..

About the Team

Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.

What You Will Be Doing  

Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.

• Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.

• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.

• Monitors audit schedule to ensure compliance to the quality audit plan.

• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.

• Assists in the evaluation of quality audit disputes.

• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.

• Consults with senior peers and/or management on non-complex projects to learn through experience.

• Other related duties assigned as needed.

What you bring:

• Education : 10+2

Graduate (Desirable)

In-depth knowledge of the company’s products, services and business operations

• Knowledge of quality concepts, terminology, and objectives

• Knowledge of MS Office, e.g., Word, Excel and Access required

• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited

• Proficiency in the online tools required for the position being audited

• Excellent verbal and written communication skills

• Excellent customer service, problem solving, organizational, and multi-tasking skills

• Strong analytical skills and the ability to see trends and patterns in data

• Ability to work both independently and in a team environment

Added bonus if you have:

• 1-year of customer service experience

• 1-year experience working in a high-volume call center

• Excellent customer service skills that build high levels of customer satisfaction 

What we offer you

•A competitive salary with attractive benefits including private medical and dental coverage insurance

•A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

•A modern work environment and a dedicated and motivated team

•A broad range of professional education and personal development opportunities

•A work environment built on collaboration and respect

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Objectives of the position:

This role is for the Customer Quality Support for Company’s product distribution where Customer’s feedback & Product Quality requirements / issues are handled. The person will be responsible to handle Customers requirements such as complaints, test data & other technical information as requested. Customer complaints handling will also include the necessary communication with all the stake holders (Customer, Supplier, CS, PP, SVM, LOG). Knowledge in cable testing and specification requirements will be required to understand Customer complaints (technical & logistics).

Key Responsibilities:

1. Manage Customer complaint processes such as acknowledgement of the complaint, updating into SAP, keeping track of the complaint, closure of the complaint & summarizing for monthly reporting. Proper handling of customers’ needs by providing accurate and timely information on enquiries related to cable standards, test reports and handling of customer complaints.

2. Track supplier quality by means of in-coming inspection when required or arise from Customer complaints. Update results in SAP system and release inspected lots according to the usage decision defined. To generate supplier CAR and track for corrective action by liaising with the supplier.

3. Familiar with and comply to international cable testing standards and procedures. Contribute to achieving company & department KPIs through due diligence, duty of care & personal accountability for Quality assurance in all tasks.

4. Liaising with relevant departments to effectively close the Customer complaints

5. Maintain records in SAP

6. Operate Laboratory test equipment when required

7. Assist Customer’s Technical enquiries e.g Product Test Report, RoHS, REACH, CE

8. Supplier claim processes and 8D report.

9. Prepare and issue Customer Test Certificates & COC

10. Assist in other day to day activities related to QA department as assigned by Superior.

Skills & Qualification:

▪ Min. Diploma or Degree in Engineering (Electronics / Electrical) or equivalent

▪ Min. 2 years’ experience in electrical / electronic product testing and qualification. Fresh can also apply

▪ Knowledge in ISO 9001 : 2015 QMS standard.

▪ Must be able to operate lab equipment (calliper, visual scope, resistance checker, High voltage tester).

▪ Prior experience in SAP system is required for this role. Knowledge of cable product testing is an added advantage.

▪ Good written and communication skills

▪ Good customer handling skills and able to communicate to all levels in the organization

▪ Proficient in Microsoft Words and Excel

▪ Addresses present issues immediately and independently

▪ Possess self-confident and willing to share opinions and expertise in discussions

▪ Anticipate potential problems and takes action to avoid crisis

▪ Provide support to colleague in the Department and work as a team to achieve Department goals and targets

ASW - Senior Practitioner - Care Quality Commission

Description
We are currently seeking a highly skilled and experienced ASW - Senior Practitioner to join our team at the Care Quality Commission. As a Senior Practitioner, you will play a critical role in ensuring that health and social care services are safe, effective, and of high quality. You will be responsible for leading inspections, gathering evidence, and making judgments about the quality of care provided by care providers. You will also be responsible for making recommendations for improvement and ensuring that appropriate actions are taken.

Responsibilities
Lead and conduct inspections of health and social care services to evaluate their compliance with regulatory standards
Collect and analyze data and evidence to make judgments about the quality of care provided by care providers
Write clear, concise, and evidence-based reports that clearly articulate the findings of inspections
Provide feedback and support to care providers to help them improve the quality of care they deliver
Collaborate with colleagues to plan and coordinate inspection activities
Develop and maintain effective working relationships with care providers, service users, and other key stakeholders
Keep up to date with developments in regulation and best practice in health and social care, and ensure that inspection processes are informed by current knowledge and evidence
Requirements
A recognized professional qualification in health or social care
Extensive experience working in health or social care settings, preferably in a regulatory or inspection role
Strong knowledge of regulatory frameworks and standards in health and social care
Excellent analytical and critical thinking skills, with the ability to gather and interpret complex information
Strong verbal and written communication skills, with the ability to present complex information clearly and concisely
Effective leadership and management skills, with the ability to work independently and collaboratively
Excellent interpersonal skills, with the ability to build and maintain effective working relationships with a range of stakeholders.

Hours Per Week: 36.00
Start Time: 09:00
End Time: 17:30
Pay Per Hour: £27.92
Location: North London, London

Should wish to apply for this job opportunity, please, send an up to date CV.