Associate, Quality & Governance

ASTRO Holdings Behad; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Astro Malaysia Holdings Berhad is seeking a governance and performance-focused professional to monitor Contact Centre service delivery, ensure compliance, and drive reporting and improvement across operations.

The role requires 3+ years in customer service or contact centre functions, strong analytical and stakeholder-management skills, and proficiency in Excel and PowerPoint. The position operates in Kuala Lumpur with shifting schedules to support daily operations.

Qualifications

• Bachelor's Degree or Professional Qualification in Customer Service, Business Administration, Management, Finance, Accountancy, Banking, Marketing, or related field.
• Minimum 3 years relevant experience in customer service, contact centre operations, quality assurance, governance, or related functions.
• Experience in management consulting or transformation projects is a plus.
• Ability to work on shifts, weekends and public holidays as required.

Responsibilities

• Monitor service performance, productivity, and operational compliance in the Contact Centre.
• Conduct quality reviews of customer interactions to ensure adherence to standards.
• Ensure governance, regulatory, and internal controls are followed in operations.
• Prepare and maintain operational, quality, and governance reports and dashboards.
• Identify trends, risks and process gaps; propose improvement initiatives.
• Support audits, reviews, risk assessments and governance activities.
• Collaborate with Contact Centre teams to implement improvements and best practices.
• Assist in developing and maintaining operational procedures and quality frameworks.
• Support stakeholder engagement, customer complaint management and escalations.
• Participate in projects to strengthen operational excellence and service quality.
• Monitor and report CSAT results to support customer experience improvements.

Skills

Analytical skills

Reporting

Presentation skills

Problem-solving

Stakeholder management

Customer service orientation

Education

Bachelor's Degree or Professional Qualification in related field

Tools

Microsoft Excel

PowerPoint

Job description

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

• 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.

Astro Malaysia Holdings Berhad (“Astro”) is Malaysia’s leading content and consumer company, serving 75% of Malaysian households across our TV, radio, digital and commerce platforms. As a trusted brand, Astro keeps Malaysians entertained and informed with a variety of vernacular, international and live sports content, engaging with 24 million individuals.

To learn more about Astro, kindly login to www.astro.com.my