How You'll Make An Impact
As a Quality Control (QC) Specialist, you will play a key role in ensuring excellent customer experience and operational quality across all customer interaction channels (calls, chats, emails). By monitoring service quality, analyzing performance data, and driving continuous improvement, you will help maintain high standards of product information accuracy, operational efficiency, and policy/SLA compliance. Your insights and recommendations will contribute directly to improving agent performance, optimizing processes, and enhancing both human and AI-driven customer support systems.

What You'll Do

• Conduct quality evaluations for customer interactions (call/chat/email) using the QC scorecard to ensure accuracy of product information, operational efficiency, and compliance with company policies and SLAs.
• Develop, maintain, and optimize QC scorecards, evaluation criteria, and performance dashboards to track key quality metrics such as QC score, CSAT, complaint rate, and related KPIs.
• Build and implement automated quality monitoring and evaluation systems to improve QC efficiency and scalability.
• Analyze QC data to perform root-cause analysis (RCA), identify error patterns, and propose improvements for processes, scripts, or customer communication guidelines.
• Provide 1:1 coaching and group training for agents with low quality scores; collaborate with Trainers and Team Leads to continuously improve service quality.
• Review and optimize BOT/AI responses by evaluating conversations and recommending improvements to scripts and training data.
• Support escalation handling for complex or sensitive customer complaints and collaborate with relevant departments to propose effective solutions.
• Prepare periodic quality reports and propose action plans to management for continuous improvement.

What We're Looking For

• At least 2 years of experience in QC/QA roles within a Call Center, Telesales, or Customer Service environment. Experience with credit cards, lending products, fintech, consumer finance, or banking is a strong advantage.
• Strong analytical and data analysis skills, with experience in root-cause analysis (RCA); proficiency in Pivot tables or basic SQL is a plus.
• Proven ability to coach agents and deliver constructive feedback effectively.
• High attention to detail with the ability to design clear scorecards and operational guidelines.
• Strong communication skills and the ability to collaborate cross-functionally with multiple teams.
• Experience with CRM systems, call monitoring tools, reporting platforms (Looker, Tableau, Google Data Studio), or chatbot platforms is preferred.
• A proactive mindset with strong ownership, the ability to work under pressure, and a strong commitment to customer-centric service and process compliance.

What We Offer

• Competitive compensation package, including 13th-month salary and performance bonuses
• Comprehensive health care coverage for you and your dependents
• Generous leave policies, including annual leave, sick leave, and flexible work hours
• Convenient central district 1 office location, next to a future metro station
• Onsite lunch with multiple options, including vegetarian
• Grab for work allowance and fully equipped workstations
• Fun and engaging team building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• An opportunity to make a social impact by helping to democratize credit access in emerging markets

Learn more about us:
https://trustingsocial.com
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