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Mandarin Customer Service Quality Analyst (Penang)
Agensi Pekerjaan JobScoper Sdn. Bhd.George Town, Penang, Malaysia5 hours ago
Job descriptionMinimum 1 year QA or quality monitoring experience in a contact centre / hospitality / financial services environment OR strong background in customer service with proven performance. Fluent in Mandarin and English. Strong communication skills with the ability to give constructive feedback. Detail-oriented, analytical, and able to identify patterns and trends. Flexible to work in shifts according to project and serving country requirements. Training Provided Allowance Provided Annual Leave and Sick Leave EPF and Socso Seniority level : Associate Employment type : Full-time Job function : Customer Service Industries : Human Resources Services
Responsibilities
- Review and evaluate customer interactions (calls, chats, emails) against quality standards.
- Provide constructive feedback to agents to support performance improvement.
- Collaborate with Team Leads and Trainers to close skill gaps and maintain service excellence.
- Track quality metrics, generate reports, and highlight improvement opportunities.
- Participate in calibration sessions to ensure evaluation consistency.
- Recommend process enhancements to improve customer satisfaction and efficiency.
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Quality Analyst Penang • George Town, Penang, Malaysia
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