Johor - Customer Service QA

Agensi Pekerjaan JobScoper Sdn. Bhd.; Tangerang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A recruitment agency in Tangerang seeks a qualified Quality Assurance Analyst to monitor customer interactions and provide feedback to agents. The ideal candidate has experience in quality assurance in contact centers, strong analytical skills, and proficiency in Mandarin and English. Benefits include annual leave, EPF/SOCSO, and training provided.

Benefits

Annual Leave

Medical Leave

EPF/SOCSO

5 working days

Training Provided

Allowance Provided

Qualifications

• Proven experience in QA, ideally in a contact center.
• Excellent listening, analytical, and communication skills.
• Proficient in Mandarin and English; Cantonese is a plus.

Responsibilities

• Monitor and evaluate customer interactions for quality compliance.
• Maintain QA guidelines and scoring standards.
• Provide timely feedback and coaching to agents.

Skills

Quality assurance

Data analysis

Communication skills

Analytical skills

Tools

Excel

Google Sheets

Job description

Job Responsibility

• 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.

Job Requirements

• Proven 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.
• Proficient in Mandarin and English, Cantonese is a plus.

Job Benefits

• Annual Leave and Medical Leave
• EPF/SOCSO
• 5 working days
• Training Provided
• Allowance Provided