Service Quality & Change Management

💼 Position: EXECUTIVE SERVICE QUALITY & CHANGE MANAGEMENT
💰 Salary: up to RM 2,600
📍 Location: Kuala Lumpur
🏢 Company: Banking
⏰ Working Hours: Monday to Friday: 8:45am to 5:45pm

✅ Requirements:
• Minimum a Diploma in Business Administration, Communication, or a related field as an added advantage
• 1 – 2 years of experience in a call center or customer service role preferred
• Fresh graduates are encourage to apply (training will be provided).

💡 Key Responsibilities:
• Monitor and evaluate service performance across customer touchpoints (call center, email)
• Conduct regular quality audits and call or case evaluations to ensure adherence to standard operating procedures (SOPs).
• Analyze customer feedback, complaints, and satisfaction survey data to identify improvement opportunities.
• Develop and maintain service quality scorecards, performance dashboard, and reports for management review.