Customer Quality Assurance Manager

JP Caliber; Kampung Malaysia Tambahan; Vor Ort; MYR 45.000 - 65.000; Vollzeit

Zusammenfassung

JP Caliber is seeking a Customer Quality Assurance Officer in Malaysia to assess the quality, accuracy, and compliance of customer interactions and protect customer trust. You will operate with accountability, driving improvements through actionable feedback and reducing risk.

In this role, you’ll monitor calls for clarity and compliance, review verification processes, and escalate issues per strict protocols while collaborating with team leaders to protect KPIs and ensure consistent scoring.

Qualifikationen

• 3+ years of experience in quality assurance, customer service, or retention within insurance, financial services, or contact center operations.
• Experience reviewing or evaluating call quality or compliance is advantageous.
• Proficiency in call center systems (such as Nice CX One).
• Strong attention to detail, high accuracy, and integrity.

Aufgaben

• Monitor and evaluate sales, customer service, and retention calls to ensure clarity, confidence, and compliance with high standards.
• Ensure correct handling of customer verification, product explanations, payment processing, and professional conduct.
• Identify signs of mis-selling, misinformation, or non-compliance and escalate per regulatory protocols.
• Provide clear, constructive feedback to teams to drive behavioral correction and track recurring issues.
• Partner with team leaders to mitigate operational risks and support KPIs like First Call Resolution.
• Complete quality evaluations according to monthly targets while maintaining scoring consistency.

Kenntnisse

Quality assurance

Customer service

Attention to detail

Integrity

Tools

Nice CX One

Jobbeschreibung

We're Hiring: Customer Quality Assurance Officer

Are you detail-oriented with a strong background in customer service, retention, or quality assurance? We are looking for an experienced Customer Quality Assurance Officer to assess the quality, accuracy, and compliance of customer interactions and protect customer trust.

In this role, you won't just passively score calls—you will operate with full accountability, driving operational improvement and preventing risk through clear, actionable feedback.

What You'll Do:

• Monitor and evaluate sales, customer service, and retention calls to ensure clarity, confidence, and compliance with high standards.
• Ensure correct handling of customer verification, product explanations, payment processing, and professional conduct.
• Identify any signs of mis-selling, misinformation, or non-compliance and escalate according to strict regulatory protocols.
• Provide clear, constructive feedback to teams to drive immediate behavioral correction and track recurring issues.
• Partner with team leaders to ensure operational risks are not repeated and support key performance metrics like First Call Resolution.
• Complete quality evaluations according to monthly targets while maintaining scoring consistency.

What We’re Looking For:

• Minimum 3 years of experience in quality assurance, customer service, or retention within insurance, financial services, or contact center operations (preferred).
• Prior experience reviewing or evaluating call quality or compliance is a strong advantage.
• Proficiency in call center systems (such as Nice CX One).
• Strong attention to detail, high accuracy standards, and integrity.