WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
MQA role -Provide feedback and coaching to the Quality Analysts -Provide feedback to the Trainers on Training improvement opportunity (as appropriate)
Senior QA cum MQA Backup -Monitor inbound and outbound all clients` communication channels according to the QA template -Meet the Minimum Skills Requirements as a monitor -Monitor transaction / units as per the prescribed guidelines and schedule -Assess the quality and accuracy of the calls monitored, including financial and compliance accuracy -Maintaining compliance with safety and clean area procedures -Provide feedback to the vendor agents via audit process -Maintain ‘program quality’ related client interactions -Attend all agents training for the Line of Business supported and pass learning Measure and Skills Verification. MQA Backup -Monitor transaction / units as per the prescribed guidelines and schedule -Provide feedback and coaching to the Quality Analysts
Microsoft Cloud Enablement Desk Seniour Specialist/TeleMarketing outbound cum Quality Evaluator Apprentice ⮚ Readiness & Practice Building: act as “business advisor” and evangelize areas of next logical practice that are appropriate for the partner’s needs and business model. Support Cloud Practice development with Office365, Azure, CRM Online ⮚ Compete: Ensure partners are equipped with the right tools and resources to compete effectively against every competitive scenario they encounter. ⮚ Quality Partnerships: Develop and maintain strong business relationships with key executives within sales, marketing and operations. ⮚ Transition to the Cloud: lead planning effort with the partner to build a cloud practice. For partners that currently only support an on-premise business model; work with them to leverage this customer base to transition to a cloud centric business model. ⮚ Increase Partner Satisfaction: Attainment of conditions of satisfaction established in Partner Business Plan. ⮚ Cloud Competency Attainment: Sustain or transact partner to attain any of the cloud competency, with consumption of MPN benefit. ⮚ Relationship Management – Relationship Transition management, Partner skilling, Recruitment and Activation. Quality Evaluator Apprentice Task: Monitor Agents transactions, calls and review emails for accuracy of information and call handling standards. Ensure that Agents are delivering a high level of customer service in accordance to COPC Standards. Detect coaching needs and take actions in accordance with these needs to ensure compliance with quality standards Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization. Familiar with client’s compliance guideline and applied in my daily monitoring tasks to ensure fulfill client requirements. Join the calibration for multiple projects with Senior Qas to ensure alignment of the workflow.
⮚ Answers incoming calls, chats and emails relating to the program supported ⮚ Provides information about the programs supported to enable customers to access the programs and the associated benefits ⮚ Identifies customer requirements and ensures they are answered or routed through the appropriate support area ⮚ Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed ⮚ Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided ⮚ Follows correct processes and procedures for changes in Microsoft supplied tools as required ⮚ Performs all procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management processes. ⮚ Provide call backs and or call downs to subscribers and partners as required ⮚ Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied. ⮚ Provides a high level of professional and competent customer service and is able to communicate effectively with customers.
Expedia/ Hotels.com(The World’s Largest Online Travel Company) ⮚ Supported clients via phone and e-mail for brand of Expedia.com and Hotels.com. Process refunds for hotel amendment for customer. ⮚ Handle calls from Hong Kong/Taiwan customers for hotels booking and airfare. ⮚ Assist clients in hotel missing reservations, finding hotel, transfers ,booking amendment and cancellations. ⮚ Builds new client relationship as well as maintains the existing one through effective service. Provide replies to consumer inquires for general information. ⮚ Record all the call and update case.
⮚ Administration duties including booking hotel, invoices, filing and sending out the information to the customers. ⮚ Provide hotel and restaurant reservation bookings. ⮚ Provide replies to consumer inquires for general information. ⮚ Assist clients in reservations, finding hotel, transfers and cancellations. ⮚ Creates and maintains service contracts for group and individual travels. ⮚ Build new client relationship as well as maintain the existing one through effective service. ⮚ Book hotels, restaurant, spa and tour through phone/ fax or by using computer terminal. ⮚ Responsible to prepared information, itinerary and form to tour guide on transportation, financial considerations, travel dates, tourists name list, accommodations and restaurants.