Customer Service QA Specialist - Multi-Channel Escalations

CGP Personnel; Kuala Lumpur; On-site; MYR 30,000 - 59,000; Full time

Benefits offered by this job

Basic salary RM2,700/month

KPI incentive up to RM2,550/month

12-month contract

Annual leave: 1 day per month worked

Job summary

CGP Personnel is seeking a Customer Service Quality Assurance (QA) professional for a 12-month contract to strengthen our Customer Operations quality. You will review interactions across chat, phone and email to ensure SOP compliance and proper escalation.

Key responsibilities include conducting QA audits, evaluating responses for accuracy, ensuring L1 scope adherence, and providing structured feedback with coaching recommendations.

Qualifications

• 2–4 years of experience in Quality Assurance or Customer Service auditing.
• Strong understanding of L1 vs L2 customer service scope and escalation boundaries.
• Experience auditing multi-channel customer interactions.
• Strong attention to detail with good compliance awareness.
• Good analytical, communication, and feedback skills.

Responsibilities

• Conduct QA audits on chat, call, and email interactions.
• Evaluate interactions for SOP compliance, response accuracy, and escalation.
• Ensure agents handle cases within L1 scope and authority.
• Identify incorrect escalations and misrouting; escalate to L2/L3 as needed.
• Provide structured feedback and coaching recommendations.
• Participate in QA calibration sessions.
• Track error trends, escalation gaps, and compliance risks.
• Collaborate with Training to identify L1 improvement areas.
• Support QA during peak periods and night shifts.

Skills

Quality Assurance

Multi-channel auditing

Attention to detail

Analytical skills

Feedback & coaching

Job description

CGP Personnel is seeking a Customer Service Quality Assurance (QA) professional for a 12-month contract to strengthen our Customer Operations quality. You will review interactions across chat, phone and email to ensure SOP compliance and proper escalation.

Key responsibilities include conducting QA audits, evaluating responses for accuracy, ensuring L1 scope adherence, and providing structured feedback with coaching recommendations.