Customer Service Quality Analyst (ShopeePay/Monee)

Shopee; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur is seeking a Quality Assurance professional to conduct audits on customer interactions and enhance quality frameworks. Responsibilities include preparing reports, analyzing customer feedback, and collaborating with training teams. Candidates should have a Bachelor's degree and strong analytical and communication skills. Experience in the financial or fintech industries is a plus. This role offers the opportunity to improve customer service quality and drive performance improvements.

Qualifications

• Strong understanding of Customer Service & Quality Assurance frameworks.
• Proven ability to analyze customer feedback and translate insights into actions.
• Detail-oriented with exceptional report-writing skills.

Responsibilities

• Conduct regular quality audits on customer interactions.
• Maintain and enhance QA frameworks.
• Prepare data-driven reports on performance trends.
• Analyze customer service feedback to identify root causes.
• Collaborate with the Training team for targeted skills refreshers.

Skills

Customer Service Understanding

Quality Assurance Frameworks

Analytical Skills

Communication Skills

Stakeholder Management

Education

Bachelor's degree in a related field

Job description

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.