Job Title:

Sr. Quality Evaluator PMI

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. phone, email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities 

Analyse and improve the quality of interactions enabling compliance adherence, consumer’s and agent’s experience and productivity as derived from the use of the standardized Transaction Monitoring grid or automatically via a quality management tool (i.e CII), draw insights and translate them into actionable recommendations for the CSC Operations, i.e agent coaching, service quality improvement, process streamlining, operational efficiency and business effectiveness.

Develop and propose to CSC Operations action plans based on the rootcause analysis, acting as a true enabler to CSC Operations and Training organization.

Promote the continuous improvement culture within CSC as well as providing feedback to client for potential process improvements towards elevating consumer experience.

Drive the feedback loop on agreed actions to CSC Operations and/or to the client. 

Key accountabilities and decision ownership: 

Analyse insights generated from the Transaction monitoring process or the quality management platform (i.e daily, monthly, quarterly) interpreting data trends, performing rootcause analysis (RCA) and defining action plans based on findings.  

Act as an enabler to the CSC OPS in providing valuable insights, proposing and/or developing relevant actions in the OPS for quality, agent capabilities and/or business performance improvement. 

Contributes to the Training Effectiveness, supporting the Trainer with insights to the feedback loop process. 

Provide directions on training needs. 

Collaborate closely with SPV and/or support in coaching upon need. 

Contribute to the preparation of business review meetings (i.e MBRs), indicating correlations of quality with the business performance. 

Propose improvements of processes to client based on insights and CSC feedback. 

Promote the continuous improvement culture, driven by data and customer-centric insights across CSC, with the aim of delivering superior customer experience in every interaction. 

Provide visibility as to whether all operational processes and compliance are followed and keep up to date with all new procedures, products and services. 

Respect all applicable legal requirements. 

Follow and apply regulations on Data Privacy. 

Commit to results and targets set 

Quality management platform (CII) (when available) 

Assess data accuracy regularly (e.g. transcription, sentiment tuning, use cases), collect deviations and report them back to the product owner for improvement, within the frame of continuous improvement.   

Propose new use cases and/or new visuals (dashboards) based on business needs 

Act as an SME for the CII to CSC OPS. 

Be an active member of the CII community.  

Core competencies, knowledge and experience: 

Minimum Graduate studies or equivalent 

Excellent language skills (written and verbal communication) 

Fluency in English 

Experience of at least 12 months in the same or similar position, ideally with minimum 6 months of experience in the BPO industry 

Willingness to constantly update knowledge about company processes.  

Detail – oriented with analytical mindset and passion for extracting meaning from data 

Ability to correlate operational and business KPIs across CSC with Quality and draw meaningful conclusions 

Continuous improvement mindset  

Maintaining a strong relationship with Client, CSC Operations and Training teams 

Capacity to work in a multidisciplinary manner 

Ability to influence internal and external stakeholders.

Technical/professional qualifications:  

Excellent computer knowledge (ie MS Office, internet applications, etc) 

Comfortable working with reporting dashboards, quality KPIs, and generating data-driven insights. 

Hands-on experience with AI-based QA systems, Interaction Analytics, or Speech-to-Text technologies is considered a plus. 

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

English (Required), Mandarin (Required)

Time Type:

Full time2025-10-31

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