Customer Experience & Quality Assurance Lead (Bangsar)

J&T Express; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading logistics company in Kuala Lumpur seeks a Customer Experience & Quality Assurance Lead to enhance user experience across Malaysia operations. The role includes managing customer feedback, analyzing data to improve service quality, and collaborating with cross-functional teams. Ideal candidates have strong communication skills and at least 2 years of relevant experience in customer experience leadership. Join our dynamic organization to drive impactful user experiences.

Qualifications

• Strong understanding of customer service processes with passion for improvement.
• Proficient in data analysis and QA methodologies.
• Minimum 2 years of relevant experience.

Responsibilities

• Manage the VOC framework and collect customer feedback.
• Analyze VOC data and provide insights for improvement.
• Lead cross-functional teams to optimize customer-facing processes.

Skills

Customer service processes understanding

Data analysis

Communication skills

Analytical skills

Tools

Data processing tools

Job description

Customer Experience & Quality Assurance Lead (Bangsar)

About the role
As the Customer Experience & Quality Assurance Lead at J&T EXPRESS (MALAYSIA) SDN. BHD., you will be fully responsible for driving user experience enhancement projects across our Malaysia operations. You will play a key role in ensuring service quality and optimizing the end-to-end customer journey—from counter transactions at retail outlets to last-mile delivery—while leading the team to uphold and continuously improve customer experience standards.

Job Responsibilities

• Establish and manage the VOC (Voice of Customer) framework, systematically collecting customer feedback from multiple channels, including customer service touchpoints, social media, store audits, user interviews, and product usage data.

• Conduct in-depth analysis of VOC data, consolidate insights, identify experience gaps, process pain points, and improvement opportunities, and provide actionable recommendations to management.

• Oversee and evaluate the effectiveness of customer experience enhancement initiatives, ensuring completion of the full “Analyze – Drive – Improve – Validate” experience management cycle.

• Lead or collaborate with cross-functional teams to design, optimize, and monitor key customer-facing processes, including pre‑sales inquiries, counter transactions, order placement, delivery operations, after‑sales service, and complaint handling.

• Conduct regular on‑site inspections at retail outlets to assess front‑line staff’s scripts, service attitude, professionalism, and process adherence, ensuring consistent implementation of experience standards.

• Perform spot checks on courier service quality, focusing on identifying issues such as fabricated charges, fraud, duplicate charging, non‑compliance, and parcel loss, and drive efforts to build a transparent, professional, and trustworthy delivery experience.

Requirements

• Strong understanding of customer service processes with a genuine passion for customer experience improvement and a keen sense of service quality.

• Proficient in data analysis and QA methodologies, with the ability to independently produce experience analysis reports and SOP documentation.

• Able to travel to regional branches and outlets for on‑site audits, customer experience assessments, and process verification.

• Minimum 2 years of experience as a Customer Experience Lead/Supervisor, with proven team leadership and cross‑department coordination capabilities.

• Strong communication skills with clear logical thinking, capable of driving alignment and executing experience improvement projects effectively.

• Excellent analytical skills with strong command of data processing tools and functions.

Apply now to become our next Customer Experience & Quality Assurance Lead and be a part of our dynamic and growth-oriented organization.