Customer Service Quality Analyst

Monee; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Monee, a leading digital payments and financial services provider in Southeast Asia, is seeking a Customer Service QA Analyst to drive service excellence across all touchpoints. You will conduct quality audits, develop coaching, and translate insights into targeted training, processes, and improved customer experiences.

Collaborate with Operations and Training to reduce risks and raise CSAT through data-driven reporting and governance.

Qualifications

• Bachelor's degree in any related field is required.
• Strong understanding of customer service and QA frameworks, audit methods, and coaching practices.
• Excellent communication and stakeholder management across teams (Operations, Training, Product).
• Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into insights.
• Detail-oriented with strong documentation and reporting skills.
• Ability to work independently and meet deadlines.
• Experience in QA reviews or audits in financial services/fintech is a plus.

Responsibilities

• Quality Assurance Reviews: conduct regular audits of customer interactions to ensure SOP and communication standards.
• Quality Framework & Governance: maintain QA frameworks, scorecards, coaching approaches, and audit standards.
• Reporting & Insights: prepare data-driven reports on performance trends, gaps, and risks; communicate recommendations.
• CSAT & Root Cause Analysis: analyze CSAT/DSAT and audit findings to identify drivers and opportunities.
• Training & Capability Building: collaborate with Training to design refreshers based on QA findings.
• Process & Experience Improvement: partner with Operations and Product to improve turnaround time and customer experience.

Skills

Customer Service Frameworks

Quality Assurance frameworks

Audit methodologies

Coaching practices

Communication

Stakeholder management

CSAT/DSAT analysis

Analytical skills

Documentation

Independence

Education

Bachelor's degree

Job description

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

About the Team

As a Customer Service QA Analyst, your primary responsibility is to drive service excellence by ensuring consistent, high-quality customer interactions across all touchpoints. Beyond conducting quality assessments, you play a key role in identifying actionable insights from audits, CSAT scrubbing, and performance trends to uncover root causes and improvement opportunities. You will also support the development and refinement of user-facing responses to ensure clear, consistent communication. Working closely with Operations and Training teams, you will translate insights into targeted coaching, training and process enhancements. Your role is critical in improving agent performance, enhancing customer experience, and mitigating risks through continuous quality improvement.

Job Description

Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.

Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.

Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.

CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.

Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.

Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.

Requirements

• Bachelor's degree in any related field (or equivalent work experience).
• Strong understanding of Customer Service & Quality Assurance frameworks, audit methodologies, and coaching practices.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams (Operations, Training, Product).
• Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into actionable insights
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
• Detail-oriented with exceptional documentation and report-writing skills.
• Ability to work independently and prioritize tasks to meet deadlines.
• Experience in conducting quality assurance reviews or audits within the financial services or Fintech industry is a plus.