Customer Service Quality Analyst

Agensi Pekerjaan JobScoper Sdn Bhd; Iskandar Puteri; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a Quality Assurance Specialist to ensure compliance with guidelines at their facility in Johor, Medini 9. The ideal candidate must be fluent in English and either Mandarin or Cantonese, with at least one year of QA experience in a BPO or contact center. Responsibilities include performing evaluations, conducting analysis for improvements, and mentoring team members on performance. This full-time position offers a five-day work week along with various benefits including allowances and training.

Benefits

Allowance Provided

Training Provided

EPF and SOCSO

Annual Leave

Sick Leave

Qualifications

• Minimum 1 year QA experience in a BPO/contact center.
• Organized, flexible, fast learner, and able to work under pressure.

Responsibilities

• Ensure associates’ transactions comply with client guidelines.
• Conduct root cause and trend analysis to identify improvement opportunities.
• Perform QA evaluations and provide reports to Team Leads.
• Act as SME and escalation point for process questions and issues.
• Monitor agent performance, identify training needs, and coach team on defects.
• Participate in continuous improvement and problem prevention projects.

Skills

Fluent in English (B2+)

Mandarin or Cantonese

Analytical skills

Communication skills

Logical thinking

Job description

Requirements

• Fluent in English (B2+) and Mandarin or Cantonese (speak, write, read).
• Minimum 1 year QA experience in a BPO/contact centre.
• Strong analytical, logical thinking, and communication skills.
• Organized, flexible, fast learner, and able to work under pressure.
• Must work on‑site in Johor, Medini 9.

Responsibilities

• Ensure associates’ transactions comply with client guidelines.
• Conduct root cause and trend analysis to identify improvement opportunities.
• Perform QA evaluations and provide reports to Team Leads.
• Act as SME and escalation point for process questions and issues.
• Monitor agent performance, identify training needs, and coach team on defects.
• Participate in continuous improvement and problem prevention projects.

Benefits

• 5 working days
• Allowance Provided
• Training Provided
• EPF and SOCSO
• Annual Leave and Sick Leave