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Mandarin / Cantonese Customer Service QA
Agensi Pekerjaan JobScoper Sdn. Bhd.Iskandar Puteri, Johor, Malaysia25 days ago
Job descriptionProven experience in QA, ideally in a contact center. Strong knowledge of service principles, procedures, and quality metrics. Excellent listening, analytical, and communication skills. Able to work independently, manage time, and meet deadlines. Proficient in Excel / Google Sheets or other data analysis tools. Willingness to work rotational shift. Annual Leave and Medical Leave EPF / SOCSO 5 working days Training Provided Allowance Provided Seniority level : Associate Employment type : Full-time Job function : Customer Service Industries : Human Resources Services
Overview
Customer Service Officer - Singapore Airlines Service Centre at ION Orchard; Customer Experience Specialist – Singapore; Customer Care Consultant - Based in Malaysia.
Responsibilities
- Monitor and evaluate customer interactions across channels to ensure quality compliance.
- Maintain and update QA guidelines, forms, and scoring standards.
- Identify trends, gaps, and training needs through reviews.
- Provide timely feedback and coaching to agents and team leads.
- Partner with training / operations to align quality with performance goals.
- Prepare quality reports and share insights with management.
- Support initiatives to enhance agent performance and customer satisfaction.
- Ensure adherence to company policies, regulations, and industry standards.
- Continuously improve QA processes and service delivery.
Qualifications
Benefits
Employment details
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Customer Service • Iskandar Puteri, Johor, Malaysia