Job Summary

Quality assurance for customer service involves processes and techniques designed to monitor, assess, and improve the quality of customer interactions and experiences. Ensuring high-quality customer service is essential for customer satisfaction, retention, and building a positive brand reputation.

Cartrack is one of the largest vehicle telematics companies globally with over 1,600,000 million active users and collecting over 100 billion data points across 23 Countries, on the low end, on a monthly basis. We continuously strive to push the envelope forward by innovating and creating optimal solutions for our clients, whilst incorporating a very much start up culture.

Appreciate your perusal on our company background prior to the interview. https://www.cartrack.com.my/

Responsibility

1. Assessment and Rating:

• Evaluate inbound and outbound calls based on company quality standards.
• Rate interactions according to predefined criteria, focusing on communication skills, problem-solving, and adherence to policies.

2. Communication and Feedback:

• Provide daily feedback to agents and supervisors regarding their performance
• Communicate assessment results, highlighting strengths and areas for improvement, to facilitate professional development.

3. Reporting:

• Consolidate individual agent scores to create a monthly team report.
• Prepare detailed reports highlighting overall team performance, trends, and areas needing improvement.

4. Feedback Consolidation:

• Provide consolidated feedback to managers and supervisors on a monthly basis.
• Collaborate with management to devise strategies for continuous improvement based on feedback.

5. International Communication:

• Communicate effectively with agents and supervisors based in Hong Kong.
• Ensure seamless collaboration and feedback exchange across different time zones and cultures.

Requirements

• Languages:
  • Proficiency in English, Mandarin and Cantonese

• Attention to Detail: 
  • Ability to notice subtle aspects of customer interactions, ensuring accuracy and compliance with quality standards.
• Analytical Skills:
  • Capability to analyze customer service calls objectively, identifying both strengths and areas for improvement.
• Coaching Skills:
  • Proficiency in providing constructive guidance and coaching to enhance agent performance.
• Listening Skills:
  • Exceptional ability to actively listen and comprehend customer conversations, recognizing underlying concerns and sentiments.
• Experience:
  • Previous experience in customer service, particularly in call center environments, is preferred.
• Adaptability:
  • Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.