• Accuracy score and perform call/livechat/email monitoring for contact centre agent on a monthly basis according to set guidelines and to provide appropriate coaching and feedback. • Adhere to agreed methodologies and quality procedures • Responsible towards ensuring that set performance targets of the quality assurance supervisors are achieved on a regular basis • Performs call monitoring and provides trend data to management team • Uses quality monitoring data management system to compile and track • Participates in customer listening programs to identify customer needs and expectations • Participates in design of call monitoring formats and quality standards • Provides actionable data to various internal support groups as needed • Coordinates and facilitates call calibration sessions for call centre staff • Provides feedback to call centre team leaders and managers • Complete the target of quality monitoring set by management • Prepares and analyzes internal and external quality reports for management staff review • Help training team to train about quality process and procedure • Maintains and continuously improves the Quality Management System • Do other tasks assigned by superior

• Bachelor’s degree • Be able to speak and writing English • At least 1 year experience as contact centre agent • Customer Services experiences is required. • Training experience is strongly required. • A telecom experience is advantages. • Good communication and inter-personal skill • Good time management. • Full of self-responsibilities • Customer service talent, friendly, and patient. • Excellent attention to detail and accuracy. • Computer skill: Ms Office