Social Media Project - Quality Coach- English/ Malay / Mandarin Speaking
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Conduct Process and Agent Level Interaction Monitoring, perform Supervisor Interaction Audits, and spot-check internal quality standards. Coach agents daily, weekly, and monthly on quality improvement while providing written and verbal feedback on completed evaluations. Facilitate client calibration sessions, develop quality reports at agent and team levels, and diagnose continuous improvement opportunities. Maintain consistent application of quality processes, perform root cause analysis, and assist in streamlining procedures. Handle End User Interactions as required and share insights with managers and supervisors to drive troubleshooting and strategy.
Required Qualifications
- Superior written and verbal communication skills and presentation skills
- Proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
- Team-oriented
- Ability to manage and develop a team across multiple sites, virtual team experience
- Self-motivated
- Performance-oriented
- Excellent oral and written communication skills, in English / Malay or Mandarin
- Ability to build rapport and work effectively with all levels of management and clients
- Excellent communication and organizational skills
- Exceptional ability to read, write, and communicate in English or language required
- Ability to perform basic math skills
- Skills in establishing and maintaining effective working relationships with staff and customers
- Must be a self-starter, organized, detailed oriented
- Must be able to handle multiple projects simultaneously & be receptive to change
- Must be comfortable in a technical environment
- Strong knowledge of the applicable client account is required
- Strong Customer Service/Retention/Sales/ Technical Support skills
- Knowledge of Excel, and Outlook software/programs
- Works well in a team environment, a good communicator, pays close attention to detail, is deadline driven
- Proven Past Performance Associated With Current Quality guidelines
- Works well under pressure
- Has a desire to assist others to reach personal goals
- Understanding of all company policies and confidentiality
- Flexible to work any shifts within department hours of operation
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.