Customer Experience & Quality Assurance Lead (Bangsar)

J&T EXPRESS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is seeking a Customer Experience & Quality Assurance Lead to enhance user experience across operations. You will manage customer feedback processes and analysis, ensuring a high-quality service journey. Responsibilities include leading audits and optimizing customer-facing processes. Ideal candidates have at least 2 years of experience in customer experience roles, strong communication skills, and analytical expertise. Join us to make a meaningful impact in our dynamic organization.

Benefits

Medical allowance

Miscellaneous allowance

Gym membership

Team building activities

Paternity leave

Qualifications

• Minimum 2 years of experience as a Customer Experience Lead/Supervisor.
• Proficient in data analysis and QA methodologies.
• Able to travel for audits and assessments.

Responsibilities

• Establish and manage the VOC framework for customer feedback.
• Conduct analysis of VOC data, identify experience gaps.
• Oversee customer experience enhancement initiatives.
• Lead cross-functional teams to optimize customer-facing processes.
• Conduct inspections at retail outlets for service quality assessment.

Skills

Customer service processes

Data analysis

Team leadership

Analytical skills

Strong communication

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.

Perks and benefits

Medical Miscellaneous allowance Sports (e.g. Gym) Birthday event, Team building, Paternity leave

Location

Kuala Lumpur City Centre, Kuala Lumpur, MY