Customer Contact (Quality Assurance), Specialist

gradmalaysia.com; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading support service provider in Kuala Lumpur is seeking a Customer Contact Quality Assurance Specialist to ensure consistent support quality across the team. You will review interactions, analyze customer service metrics, and create strategies for improvement. The ideal candidate will have experience in customer service and quality assurance, along with strong analytical and people skills. This role is critical for enhancing service standards and fostering a high-performance culture.

Qualifications

• Experience in the customer service space is essential.
• Proven track record of analytical skills.
• Hands-on experience in quality assurance is required.

Responsibilities

• Maintain and develop internal support quality standards.
• Review interactions and assess them based on internal standards.
• Analyze customer service metrics and create strategies to improve them.

Skills

Analytical skills

Great people skills

Organizational skills

Problem-solving capabilities

Job description

Customer Contact (Quality Assurance), Specialist

As a Customer Contact Quality Assurance Specialist your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Roles And Responsibilities

• Maintain and develop internal support and call contact quality standards.
• Review a subset of interactions/conversations (calls, emails, chat, etc).
• Assess interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback (coaching, workshops and etc.)
• Discuss and explain feedback with agents & Team-leaders in regular meetings.
• Analyze all customer service metrics (e.g. CSAT, FRT/FCR) and how the Service team’s performance affects those KPIs.
• Create strategies to improve support KPIs.
• Help agents improve their performance with specific instructions and constant support.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level.
• Create reports that reflect support performance.
• Report support team’s performance or drive High Performance Culture.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.
• Experience in the customer service space.
• Proven track record of analytical skills.
• Hands‑on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable of goal‑setting practices; examples of data visualization abilities and understanding of support metrics.
• Perception of basic business metrics and how support impacts.
• Problem‑solving capabilities to create meaningful strategies to improve support quality.