CX & QA Lead: Elevate Customer Experience

J&T Express; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading logistics company in Kuala Lumpur seeks a Customer Experience & Quality Assurance Lead to enhance user experience across Malaysia operations. The role includes managing customer feedback, analyzing data to improve service quality, and collaborating with cross-functional teams. Ideal candidates have strong communication skills and at least 2 years of relevant experience in customer experience leadership. Join our dynamic organization to drive impactful user experiences.

Qualifications

• Strong understanding of customer service processes with passion for improvement.
• Proficient in data analysis and QA methodologies.
• Minimum 2 years of relevant experience.

Responsibilities

• Manage the VOC framework and collect customer feedback.
• Analyze VOC data and provide insights for improvement.
• Lead cross-functional teams to optimize customer-facing processes.

Skills

Customer service processes understanding

Data analysis

Communication skills

Analytical skills

Tools

Data processing tools

Job description

A leading logistics company in Kuala Lumpur seeks a Customer Experience & Quality Assurance Lead to enhance user experience across Malaysia operations. The role includes managing customer feedback, analyzing data to improve service quality, and collaborating with cross-functional teams. Ideal candidates have strong communication skills and at least 2 years of relevant experience in customer experience leadership. Join our dynamic organization to drive impactful user experiences.