Malaysia| Quality Coach (English Speaking)

We are looking for qualified and experienced Quality Coach to support our Fortune 500 IT Client. Are you the one?

Join us today as we offer:

  • Competitive remuneration package (Basic salary + generous KPI bonus program + annual increment)
  • RM3000 flexi benefit per annum (optical, dental, IT gadget and also flight ticket when you travel!!)
  • Convenient working location (5 minutes walk from Ampang Park LRT station)
  • Excellent growth and advancement opportunities - we offer you support, skill development, coaching opportunity and training programs to help you succeed
  • Employee engagement, recognition and appreciation program
  • Annual Leave/ Sick Leave / Hospitalization Leave/ Birthday Leave / Child care or Elderly Care Leave/ Marriage Leave / Maternity Leave or Paternity Leave / Marriage Leave and many more
  • Comprehensive insurance coverage (Group Health Hospitalization Insurance covering spouse + child)
  • Multinational working environment - Take you career to the next level working with people from different nationalities, background, culture


Job Responsibilities:

  • Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees including troubleshooting.
  • Participate and contribute to company projects and developmental meetings.
  • Coach agents on a daily, weekly and monthly basis to Quality improvement. 
  • Conduct Supervisor Case Audits. 
  • Conduct Process and Agent Level Transaction Monitoring.
  • Ensure consistent application of the quality process/system.
  • Attend and/Facilitate Client Calibration or monitoring sessions.
  • Facilitate Quality training and/or initiatives.
  • Diagnosis continuous improvement opportunities applicable to account, workgroup and department. Utilize common process methodology for process improvement.
  • Monitor agent quality on a daily, weekly, and monthly basis. 
  • Develop and maintain quality reports at agent, team, and call center level. 
  • Assist in developing and streamlining Quality procedures.
  • Provide written and verbal feedback to agents on all completed evaluations.
  • Attend Calibration Sessions.
  • Handle Agent Case as required.


Job Requirements:

  • 2 to 4 years of relevant call center experience is highly preferred. 
  • Superior written and verbal communication skills and presentation skills in English.
  • Proficient with various software applications including MS Word, MS Excel, MS PowerPoint, MS Outlook. 
  • Self-motivated, Performance-oriented & Team-oriented. 
  • Ability to manage and develop a team across multiple sites, virtual team experience.
  • Ability to build rapport and work effectively with all levels of management and clients.
  • Understand and comply with all company and departmental rules and regulations, policies and procedures.
  • Must have the ability to perform basic math skills.
  • Must be a self-starter, organized, detailed oriented and independent. 
  • Must be comfortable in a technical environment
  • Strong Customer Service/Retention/Sales/ Technical Support skills.
  • Proven Past Performance Associated With Current Quality guidelines
  • Has a desire to assist others to reach personal goals.
  • Flexible to work any shifts within department hours of operation. 

Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too. 

[[customQuickApply]]97610Arvato Digital Services LLC - Arvato CRM USA 

Date:  Oct 2, 2020

Kuala Lumpur, 14, MY, 50400

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