Customer Service QA Supervisor - Monee

Monee; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

Monee in Kuala Lumpur is looking for a Quality Assurance Manager to oversee the Customer Service Quality Assurance Framework. This role involves ensuring adherence to quality standards and leading the QA team to achieve productivity and professional development goals.

The ideal candidate will have at least 5 years of experience in Quality Assurance, strong analytical skills, and the ability to manage stakeholders effectively. Experience in regulated industries is a plus, alongside familiarity with quality monitoring systems.

Qualifications

• Minimum 5 years in Quality Assurance or related field, with 2 years in a leadership role.
• Strong analytical skills and proven ability to develop improvement plans.
• Experience in regulated industries like Financial Services or E-Commerce is preferred.

Responsibilities

• Lead execution of the Customer Service Quality Assurance Framework.
• Coach and develop the QA team to achieve objectives.
• Analyze quality findings and prepare performance reports.
• Drive quality improvement initiatives for operational excellence.

Skills

Quality Assurance frameworks

Stakeholder management

Data analysis

Coaching methodologies

Education

Bachelor's Degree in Business Administration, Customer Experience, Quality Management

Tools

Quality monitoring systems

Data visualization tools

Job description

Job Description

• Quality Governance & Oversight
  • Lead the execution of the Customer Service Quality Assurance Framework, ensuring consistency, fairness, and adherence to approved quality standards.
  • Oversee quality monitoring activities, calibration exercises, appeals and quality governance processes.
  • Ensure quality assessments are conducted accurately, objectively and supported by sufficient evidence.
  • Maintain the integrity of QA methodologies, scorecards, sampling approaches, and review standards.
• Team Leadership & Capability Development
  • Lead, coach, and develop the QA team to achieve quality, productivity, and professional development objectives.
  • Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
  • Drive a culture of accountability, critical thinking, and continuous improvement within the QA function.
  • Ensure consistent interpretation and application of quality standards across the team.
• Quality Insights, Reporting & Risk Management
  • Analyze quality findings, customer pain points, operational risks, and emerging trends to identify improvement opportunities.
  • Prepare and present quality performance reports, root cause analyses, and actionable recommendations to management.
  • Monitor quality-related risks, compliance concerns, and recurring service failures, escalating material findings where necessary.
  • Support internal audits, regulatory reviews, and management reporting requirements.
• Continuous Improvement & Operational Excellence
  • Drive quality improvement initiatives aimed at enhancing customer experience, service consistency, operational effectiveness, and compliance outcomes.
  • Identify process gaps, knowledge deficiencies, policy ambiguities, and control weaknesses impacting service quality.
  • Partner with Operations, Training, Knowledge Management, Product, Compliance and other stakeholders to implement sustainable improvements.
  • Track and measure the effectiveness of corrective actions and quality improvement initiatives.
• Quality Enablement & Stakeholder Management
  • Act as a trusted advisor to operational leaders on quality-related matters and performance improvement opportunities.
  • Provide quality-driven recommendations to support coaching strategies, knowledge improvements, process enhancements, and customer experience initiatives.
  • Facilitate stakeholder discussions, calibration sessions, and forums to ensure alignment on quality expectations and standards.
  • Support the implementation of quality-related systems, tools, and automation initiatives where applicable.
• Other Responsibilities
  • Support departmental projects, strategic initiatives, and transformation programs as assigned.
  • Perform any other duties reasonably assigned by management to support business and operational objectives.

Requirements

• Bachelor's Degree in Business Administration, Customer Experience, Quality Management, Operations Management, or a related field. Relevant equivalent experience may be considered.
• Minimum 5 years of experience in Quality Assurance, Customer Service Operations, Complaints Management, Operational Excellence, Process Improvement, or a related function, with at least 2 years in a supervisory or people leadership role.
• Strong understanding of Quality Assurance frameworks, governance principles, quality calibration, coaching methodologies, and performance management practices.
• Demonstrated ability to analyze operational data, identify trends, conduct root cause analysis, and develop actionable improvement plans.
• Strong stakeholder management skills with the ability to collaborate effectively across Operations, Training, Compliance, Product and Management teams.
• Excellent communication, presentation, and report-writing skills, with the ability to translate quality findings into meaningful business insights.
• Proven experience leading quality improvement, customer experience, operational excellence, or process optimization initiatives.
• Strong problem-solving, decision-making, and critical-thinking capabilities.
• Experience in regulated industries such as Financial Services, Fintech, Banking, Insurance, or E-Commerce is preferred.
• Experience with quality monitoring systems, customer service platforms, reporting tools, and data visualization tools is an advantage.