Customer Service Quality Assurance (QA) – 12-Month Contract

CGP Personnel; Kuala Lumpur; On-site; MYR 30,000 - 59,000; Full time

Benefits offered by this job

Basic salary RM2,700/month

KPI incentive up to RM2,550/month

12-month contract

Annual leave: 1 day per month worked

Job summary

CGP Personnel is seeking a Customer Service Quality Assurance (QA) professional for a 12-month contract to strengthen our Customer Operations quality. You will review interactions across chat, phone and email to ensure SOP compliance and proper escalation.

Key responsibilities include conducting QA audits, evaluating responses for accuracy, ensuring L1 scope adherence, and providing structured feedback with coaching recommendations.

Qualifications

• 2–4 years of experience in Quality Assurance or Customer Service auditing.
• Strong understanding of L1 vs L2 customer service scope and escalation boundaries.
• Experience auditing multi-channel customer interactions.
• Strong attention to detail with good compliance awareness.
• Good analytical, communication, and feedback skills.

Responsibilities

• Conduct QA audits on chat, call, and email interactions.
• Evaluate interactions for SOP compliance, response accuracy, and escalation.
• Ensure agents handle cases within L1 scope and authority.
• Identify incorrect escalations and misrouting; escalate to L2/L3 as needed.
• Provide structured feedback and coaching recommendations.
• Participate in QA calibration sessions.
• Track error trends, escalation gaps, and compliance risks.
• Collaborate with Training to identify L1 improvement areas.
• Support QA during peak periods and night shifts.

Skills

Quality Assurance

Multi-channel auditing

Attention to detail

Analytical skills

Feedback & coaching

Job description

Customer Service Quality Assurance (QA) – 12-Month Contract

Salary & Benefits

Basic Salary: RM2,700/month

KPI Incentive: Up to RM2,550/month

Annual Leave: Prorated at 1 day per month worked

Contract Duration: 12 months

About the Role

We are looking for a Customer Service Quality Assurance (QA) professional to join a dynamic Customer Operations team. You will be responsible for reviewing customer interactions across multiple channels, ensuring service quality, SOP compliance, and proper escalation practices.

Key Responsibilities

Conduct QA audits on chat, call, and email customer interactions.

Evaluate interactions based on SOP compliance, response accuracy, and appropriate escalation.

Ensure Customer Service Agents handle cases within their L1 scope and authority.

Identify incorrect escalations, misrouting, and cases that should have been escalated to L2/L3 teams.

Provide structured feedback and coaching recommendations to improve service quality.

Participate in QA calibration sessions with internal teams.

Track error trends, escalation gaps, and potential compliance risks.

Work closely with the Training team to identify L1-specific improvement areas.

Support QA coverage during peak periods and night shifts when required.

Requirements

2–4 years of experience in Quality Assurance or Customer Service auditing.

Strong understanding of L1 vs L2 customer service scope and escalation boundaries.

Experience auditing multi-channel customer interactions.

Strong attention to detail with good compliance awareness.

Good analytical, communication, and feedback skills.

Why Join Us?

Gain valuable experience in Customer Operations & Quality Assurance

Exposure to multi-channel customer service operations

Develop your skills in QA auditing, compliance, escalation management and coaching

Opportunity to work in a fast-paced and structured operations environment