Customer Experience QA Analyst & Insights Coach

Shopee; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur is seeking a Quality Assurance professional to conduct audits on customer interactions and enhance quality frameworks. Responsibilities include preparing reports, analyzing customer feedback, and collaborating with training teams. Candidates should have a Bachelor's degree and strong analytical and communication skills. Experience in the financial or fintech industries is a plus. This role offers the opportunity to improve customer service quality and drive performance improvements.

Qualifications

• Strong understanding of Customer Service & Quality Assurance frameworks.
• Proven ability to analyze customer feedback and translate insights into actions.
• Detail-oriented with exceptional report-writing skills.

Responsibilities

• Conduct regular quality audits on customer interactions.
• Maintain and enhance QA frameworks.
• Prepare data-driven reports on performance trends.
• Analyze customer service feedback to identify root causes.
• Collaborate with the Training team for targeted skills refreshers.

Skills

Customer Service Understanding

Quality Assurance Frameworks

Analytical Skills

Communication Skills

Stakeholder Management

Education

Bachelor's degree in a related field

Job description

A leading e-commerce platform in Kuala Lumpur is seeking a Quality Assurance professional to conduct audits on customer interactions and enhance quality frameworks. Responsibilities include preparing reports, analyzing customer feedback, and collaborating with training teams. Candidates should have a Bachelor's degree and strong analytical and communication skills. Experience in the financial or fintech industries is a plus. This role offers the opportunity to improve customer service quality and drive performance improvements.