Quality Assurance Manager for Call Center at Menara PKNS, PJ - *Immediate - #10512155

Utility GLC Company

Start date: Immediate.

Candidates MUST be able to Start work at Menara PKNS, Petaling Jaya.

Serious candidates and Immediate starters only!!!

Salary: RM4000 - RM 5000 (Renewable 1 year contract)

Job Description

a. Quality Management

The quality management approach must enable the CSP to measure the accuracy or defect rate performance of a program. This approach must ensure that:

• Establishes the number of monthly interactions to be monitored or checked for each program based on an understanding of the statistical implications on the sample size (COPC Six Sigma Calculator).
• The methodology used to select the sample of interactions to be monitored or checked is unbiased.
• All staff performing monitoring must be calibrated (between Service Provider and TNB) at least quarterly using a quantitative approach that measures calibration at the attribute level.
• Service Level Agreement (SLA) for quality assessment score is based on assessment by the Client.

b. Monitoring

• Sample size for monitoring would be a minimum of 2,500 interactions per month.
• Monitored on an on-going basis for all the transaction type every month and must be monitored for each transaction type.
• Both side-by-side (live monitoring) and remote monitoring are performed on an on-going basis,
• New CSA must be monitored at least once per week for their first month on the job.
• Pass performance thresholds which must, at a minimum be based on the CSA Customer Critical Accuracy, Business Critical Error Accuracy and Compliance Critical Error Accuracy. A CSA cannot pass monitoring if he/she makes critical errors.

c. Coaching

Must act on the individual CSA level based on monitoring results. CSA coaching approach must ensure:

• Plan for communicating to CSA on the findings of transactions, including both negative and positive feedback.
• CSA who pas their transaction are also required to have a one-to one coaching session once a month.
• CSA who fail a transaction monitoring are:

i. Individually (one-on-one) coached on all transactions that do not meet target.

ii. Monitored more frequently.

• For CSA who repeatedly fail transaction monitoring, corrective actions are implemented.

Job Requirement

• Minimum three (3) years’ experience in managing quality assurance for inbound and outbound transactions in the contact centre field and certification in related quality management field.