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Quality Analyst, CBS - Quality (RTC/ S2S) MY at CIMB Group Malaysia

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Monitoring, Call Monitoring, Quality Calibration, Reporting, Investigation, Contact Centre Operations, Banking Operations, Credit Card Operations

Industry

Banking

Description

Job Purpose The objective of this job is to: * Ensure conformance of sales calls to standards or requirements. * Support the drive of better Customer Experience. Key Responsibilities Calls Monitoring * Conduct quality monitoring of sales calls as scheduled. * Validate the sales calls in accordance to scripts and check lists to ensure adherence. * Update and complete the scoring sheets and all report templates accordingly. Calls Calibration * Participate in Call Calibration of quality monitoring standards with all team leaders and agents. * Share gaps observations and results. * Provide feedback and suggestions on improvement opportunities. Complaints/Disputes Validation * Support the investigation of complaints/disputes that are raised both internally or externally. Reporting & Administration * Prepare and submit Scoring Sheets and all relevant Reporting Templates on timely manner. * Prepare ad-hoc reports as and when required by management. Other Tasks Your Manager may require you to perform additional tasks as and when required. Job Specification Relevant Work Experience Individuals with previous experience in any of the following field: * Contact Centre Operations * Banking or Credit Card Operations/Processes * Quality Monitoring

Responsibilities

The primary objective is to ensure that sales calls conform to established standards and requirements while actively supporting efforts to improve the overall Customer Experience. Key tasks involve conducting scheduled quality monitoring of sales calls, validating adherence to scripts, and completing necessary scoring sheets and reports.