Customer Service Quality Assurance (QA)

LG Electronics; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global electronics company in Kuala Lumpur seeks a Quality Assurance Manager to oversee customer service interactions, ensuring compliance and quality standards. The ideal candidate will have a bachelor's degree and proven leadership experience in quality assurance, alongside strong communication skills in English and Malay. Familiarity with Chinese is a plus. The role may require occasional travel for training.

Qualifications

• Bachelor’s degree preferred in relevant fields.
• Experience in quality assurance in customer service.
• Strong communication skills, ability to monitor quality in multiple languages.

Responsibilities

• Monitor and audit customer service interactions for compliance.
• Propose plans to improve customer experience.
• Review scripts and training materials for challenges.

Skills

Quality assurance experience

Communication skills

Interpersonal skills

Microsoft Excel

Education

Bachelor’s degree in Business Administration or related field

Job description

Responsibilities and qualifications for the role:

Responsibilities

• Monitor, evaluate, and audit customer service interactions across the platform to ensure compliance with company policies and meet quality standards for the subscription processes.
• Review customer feedback and support to improve agents\' NPS and KPI; propose improvement plan to enhance customer experience (CX).
• Review scripts and workflows to identify challenges for customer service agents and propose improvements.
• Review QA reports, highlight trends, issues, and performance gaps; propose improvement plans.
• Support and review training materials and methods; assist coaching as needed.

Qualifications

• Bachelor’s degree in Business Administration, Quality Management, or a related field (preferred).
• Ability to conduct quality monitoring in English, Malay, and Chinese to ensure service standards across languages. Korean language is an added advantage.
• Proven experience in quality assurance within a customer service environment, with at least 2 years in a leadership role.
• Experience in training and mentoring teams.
• Willingness to travel occasionally for training and support purposes.
• Exceptional and strong communication and interpersonal skills.
• Basic Microsoft Excel skills.