Customer Experience QA & Coaching Analyst

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

Job summary

Monee is seeking a proactive Quality Assurance professional in Kuala Lumpur to lead QA reviews of customer interactions, ensuring SOP compliance and solution accuracy. You will coach agents using established frameworks and collaborate with Operations, Training, and Product to improve performance and customer experience.

The role emphasizes maintaining QA governance, delivering concise data-driven reports, conducting root cause analysis on CSAT/DSAT feedback, and designing targeted refreshers to

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong understanding of customer service & Quality Assurance frameworks, audit methodologies, and coaching practices.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams (Operations, Training, Product).
• Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into actionable insights.
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
• Detail-oriented with exceptional documentation and report-writing skills.
• Ability to work independently and prioritize tasks to meet deadlines.

Responsibilities

• Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
• Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
• Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
• CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
• Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
• Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.

Skills

Quality Assurance

Auditing

Coaching

Stakeholder management

CSAT/DSAT analysis

Data analysis

Documentation

Time management

Education

Bachelor's degree

Job description

Monee is seeking a proactive Quality Assurance professional in Kuala Lumpur to lead QA reviews of customer interactions, ensuring SOP compliance and solution accuracy. You will coach agents using established frameworks and collaborate with Operations, Training, and Product to improve performance and customer experience.

The role emphasizes maintaining QA governance, delivering concise data-driven reports, conducting root cause analysis on CSAT/DSAT feedback, and designing targeted refreshers to