Customer Experience QA Analyst - Data-Driven Coach

Monee; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Monee, a leading digital payments and financial services provider in Southeast Asia, is seeking a Customer Service QA Analyst to drive service excellence across all touchpoints. You will conduct quality audits, develop coaching, and translate insights into targeted training, processes, and improved customer experiences.

Collaborate with Operations and Training to reduce risks and raise CSAT through data-driven reporting and governance.

Qualifications

• Bachelor's degree in any related field is required.
• Strong understanding of customer service and QA frameworks, audit methods, and coaching practices.
• Excellent communication and stakeholder management across teams (Operations, Training, Product).
• Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into insights.
• Detail-oriented with strong documentation and reporting skills.
• Ability to work independently and meet deadlines.
• Experience in QA reviews or audits in financial services/fintech is a plus.

Responsibilities

• Quality Assurance Reviews: conduct regular audits of customer interactions to ensure SOP and communication standards.
• Quality Framework & Governance: maintain QA frameworks, scorecards, coaching approaches, and audit standards.
• Reporting & Insights: prepare data-driven reports on performance trends, gaps, and risks; communicate recommendations.
• CSAT & Root Cause Analysis: analyze CSAT/DSAT and audit findings to identify drivers and opportunities.
• Training & Capability Building: collaborate with Training to design refreshers based on QA findings.
• Process & Experience Improvement: partner with Operations and Product to improve turnaround time and customer experience.

Skills

Customer Service Frameworks

Quality Assurance frameworks

Audit methodologies

Coaching practices

Communication

Stakeholder management

CSAT/DSAT analysis

Analytical skills

Documentation

Independence

Education

Bachelor's degree

Job description

Monee, a leading digital payments and financial services provider in Southeast Asia, is seeking a Customer Service QA Analyst to drive service excellence across all touchpoints. You will conduct quality audits, develop coaching, and translate insights into targeted training, processes, and improved customer experiences.

Collaborate with Operations and Training to reduce risks and raise CSAT through data-driven reporting and governance.