CX & Complaints Quality Lead

Europ Assistance; Petaling Jaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

Europ Assistance Malaysia operates a contact centre focused on end-to-end complaints management, ensuring timely investigation, resolution, and customer satisfaction while protecting business interests. The role also drives NPS monitoring, QA activities, refresher training coordination, and continuous improvement initiatives.

The ideal candidate has 2–3 years in QA, coaching, complaints handling, and reporting, with strong English and Bahasa Malaysia, and proficiency in Excel/PowerPoint for

Qualifications

• 2–3 years of experience in QA, coaching, complaints handling, reporting, training, or contact centre operations.
• Proficient in English and Bahasa Malaysia (spoken and written).
• Strong knowledge of complaints management and NPS concepts.
• Experience in insurance/travel/healthcare assistance or customer service is preferred.

Responsibilities

• Manage and investigate customer complaints received across channels
• Draft professional complaint responses within agreed timelines
• Identify root causes, operational gaps, and process loopholes
• Work closely with Operations and stakeholders to ensure resolution closure
• Protect business and agent interests through fair and balanced complaint assessments
• Track complaint trends and provide improvement recommendations
• Conduct call and case audits in accordance with established quality frameworks
• Provide clear and constructive feedback to agents
• Produce quality performance reports and trend analysis
• Deliver refresher training and knowledge sharing sessions

Skills

Quality Assurance

Complaints Handling

Coaching

Training

NPS concepts

Public speaking

Customer service operations

Multitasking

Tools

Microsoft Excel

PowerPoint

Job description

Europ Assistance Malaysia operates a contact centre focused on end-to-end complaints management, ensuring timely investigation, resolution, and customer satisfaction while protecting business interests. The role also drives NPS monitoring, QA activities, refresher training coordination, and continuous improvement initiatives.

The ideal candidate has 2–3 years in QA, coaching, complaints handling, and reporting, with strong English and Bahasa Malaysia, and proficiency in Excel/PowerPoint for