Associate, Quality & Governance

Astro; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Astro is seeking a capable professional to monitor service performance and governance within its Contact Centre. You will prepare critical reports, identify gaps, and drive improvement initiatives to enhance customer experience. Collaboration with internal teams and audits will be part of your duties.

The role requires strong analytical, communication, and stakeholder management skills, with experience in governance and quality assurance in customer service settings.

Qualifications

• Bachelor’s degree or professional qualification in a related field.
• At least 3 years in customer service, contact center operations or governance roles.
• Strong analytical, reporting and stakeholder management skills.

Responsibilities

• Monitor service performance and governance controls within the Contact Centre.
• Prepare operational, quality, and governance reports and dashboards.
• Identify trends, risks and process gaps; propose improvements.
• Support audits, reviews, and escalations; collaborate on improvement initiatives.
• Assist in developing operations procedures and governance documentation.
• Engage with multiple functions to ensure service excellence.

Skills

Customer service

Governance

Quality assurance

Stakeholder management

Reporting

Data analysis

PowerPoint

Education

Bachelor’s degree or professional qualification

Tools

Excel

PowerPoint

MS Office

Job description

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

WHY JOIN US?

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.

Job Responsibilities

Responsibilities:

The role contributes to the monitoring of service performance, implementation of governance controls, quality assessments, operational reporting, and continuous improvement initiatives to enhance customer experience and business outcomes. The incumbent works closely with internal stakeholders to maintain service excellence, support compliance with regulatory and internal requirements, identify operational gaps, and drive process improvements across the Contact Centre environment.

Key Responsibilities

• Support the day-to-day operational effectiveness of the Contact Centre by monitoring service performance, productivity, and operational compliance.
• Conduct quality reviews and assessments of customer interactions to ensure adherence to service standards, policies, and procedures.
• Monitor compliance with governance frameworks, regulatory requirements, and internal controls applicable to Contact Centre operations.
• Prepare and maintain operational, quality, and governance reports, dashboards, and management updates.
• Identify trends, service issues, risks, and process gaps, and recommend improvement initiatives to enhance operational efficiency and customer experience.
• Support audits, reviews, risk assessments, and governance-related activities, ensuring timely closure of identified action items.
• Collaborate with Contact Centre teams to implement service improvement initiatives, corrective actions, and best practices.
• Assist in the development, review, and maintenance of operational procedures, quality frameworks, and governance documentation.
• Support stakeholder engagement, customer complaint management, and escalations tracking where required.
• Participate in projects and initiatives aimed at strengthening operational excellence, customer service quality, and governance standards.
• Assist in monitoring, validating, and reporting Customer Satisfaction (CSAT) results to support service quality improvements and customer experience initiatives.

Job Requirements

• Bachelor's Degree or Professional Qualification in Customer Service, Business Administration, Management, Finance, Accountancy, Banking, Marketing, or a related field.
• Minimum 3 years of relevant working experience in customer service, contact center operations, quality assurance, governance, business planning, or related functions.
• Experience in management consulting or involvement in strategic and transformation projects will be an added advantage.
• Ability to work on shifts, staggered hours, weekends, and public holidays as required by operational needs.
• Strong customer service orientation with a good understanding of customer experience, service excellence, and contact center operations.
• Good communication skills with proficiency in English and Bahasa Malaysia. Proficiency in Mandarin and/or Tamil will be an added advantage.
• Strong analytical, reporting, presentation, and problem-solving skills.
• Experience in preparing management reports, business presentations, and performance analysis.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Strong stakeholder management skills with the ability to collaborate effectively across multiple functions.

Requirements

REQUIREMENT

• The incumbent may required to support Customer Contact Centre operational functions as and when assigned, including handling frontline operational requirements during periods of high volume, business contingencies, or management-directed deployments.