Customer Service Quality Control Specialist

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

CEKAP LINK TECH SDN. BHD. is seeking a Customer Service Quality Control Specialist to monitor QA for an overseas customer service team, ensure adherence to corporate standards, and drive continuous process improvements.

You will conduct sampling of call recordings, analyze complaints, support training, and develop corrective actions with data-driven decisions to raise customer satisfaction.

Qualifications

• Bachelor's degree or above with prior QA experience in relevant industries.
• Overseas QA or customer complaint handling experience is highly preferred.
• Excellent English listening, speaking, reading and writing skills; CET-6 or above, with conversational oral English proficiency for daily communication
• Proficient in Office software for data statistics and chart creation
• Strong logical reasoning and summarization skills
• Meticulous and detail-oriented
• Able to identify service deficiencies through data analysis
• Ability to work under pressure

Responsibilities

• Conduct regular random sampling of call recordings and system tickets from the overseas customer service team to ensure full compliance with corporate process standards
• Perform in-depth analysis of customer complaint cases, collate and summarize analysis results, and identify common recurring issues to drive process optimization
• Ensure full implementation and closure of improvement initiatives
• Support supervisors in establishing scoring criteria for customer service quality audits
• Optimize QA standards weekly and monthly to meet objective demands of team quality management and process improvement
• Compile regular reports covering error statistics and customer satisfaction surveys
• Propose service optimization recommendations and drive their implementation
• Continuously track and maintain the VOC system and summarize recurring customer complaints
• Participate in revising customer complaint handling protocols
• Assist the training team in developing corrective action plans and monitor implementation outcomes

Skills

English proficiency

Data analysis

Logical reasoning

Summarization

Attention to detail

Education

Bachelor's degree or above

Tools

Office software

Job description

Customer Service Quality Control Specialist

This role involves quality assurance monitoring and optimization for an overseas customer service team, with responsibility for ensuring compliance with corporate standards, analyzing customer complaints, and driving continuous process improvement.

Key responsibilities

Conduct regular random sampling of call recordings and system tickets from the overseas customer service team to ensure full compliance with corporate process standards

Perform in-depth analysis of customer complaint cases, collate and summarize analysis results, and identify common recurring issues to drive process optimization

Ensure full implementation and closure of improvement initiatives

Support supervisors in establishing scoring criteria for customer service quality audits

Optimize QA standards weekly and monthly to meet objective demands of team quality management and process improvement

Compile regular reports covering error statistics and customer satisfaction surveys

Propose service optimization recommendations and drive their implementation

Continuously track and maintain the VOC system and summarize recurring customer complaints

Participate in revising customer complaint handling protocols

Assist the training team in developing corrective action plans and monitor implementation outcomes

About you

Bachelor's degree or above with prior QA experience in relevant industries

Overseas QA or customer complaint handling experience is highly preferred

Excellent English listening, speaking, reading and writing skills; CET-6 or above, with conversational oral English proficiency for daily communication

Proficient in Office software for data statistics and chart creation

Strong logical reasoning and summarization skills

Meticulous and detail-oriented

Able to identify service deficiencies through data analysis

Ability to work under pressure