Customer Quality Assurance Specialist

SRKay Consulting Group; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

SRKay Consulting Group in Kuala Lumpur, Malaysia is seeking a Customer Quality Assurance Officer with 1+ year experience to ensure all customer interactions comply with company policies and regulatory standards.

The role involves monitoring voice and non-voice channels, providing feedback, and collaborating with onshore training teams to raise quality. It also supports onboarding new agents with quality training to uphold service standards.

Qualifications

• 1+ year of experience in quality assurance or customer service in BFSI sector.

Responsibilities

• Monitor voice and non-voice interactions (telemarketing, customer service calls, emails, live chats) to ensure compliance with company policies and regulations.
• Evaluate performance using established metrics and identify areas for improvement.
• Provide constructive feedback to agents based on evaluation results.
• Prepare and present regular reports on quality metrics, trends, and performance to management.
• Collaborate with training teams to develop and deliver quality-focused training programs.
• Assist in onboarding new representatives with customer service and quality standards training.

Job description

SRKay Consulting Group in Kuala Lumpur, Malaysia is seeking a Customer Quality Assurance Officer with 1+ year experience to ensure all customer interactions comply with company policies and regulatory standards.

The role involves monitoring voice and non-voice channels, providing feedback, and collaborating with onshore training teams to raise quality. It also supports onboarding new agents with quality training to uphold service standards.