CX & QA Lead — Elevate Customer Experience Across Malaysia

J&T EXPRESS (MALAYSIA) SDN. BHD.; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is seeking a Customer Experience & Quality Assurance Lead to enhance user experience across operations. You will manage customer feedback processes and analysis, ensuring a high-quality service journey. Responsibilities include leading audits and optimizing customer-facing processes. Ideal candidates have at least 2 years of experience in customer experience roles, strong communication skills, and analytical expertise. Join us to make a meaningful impact in our dynamic organization.

Benefits

Medical allowance

Miscellaneous allowance

Gym membership

Team building activities

Paternity leave

Qualifications

• Minimum 2 years of experience as a Customer Experience Lead/Supervisor.
• Proficient in data analysis and QA methodologies.
• Able to travel for audits and assessments.

Responsibilities

• Establish and manage the VOC framework for customer feedback.
• Conduct analysis of VOC data, identify experience gaps.
• Oversee customer experience enhancement initiatives.
• Lead cross-functional teams to optimize customer-facing processes.
• Conduct inspections at retail outlets for service quality assessment.

Skills

Customer service processes

Data analysis

Team leadership

Analytical skills

Strong communication

Tools

Data processing tools

Job description

A leading logistics company in Kuala Lumpur is seeking a Customer Experience & Quality Assurance Lead to enhance user experience across operations. You will manage customer feedback processes and analysis, ensuring a high-quality service journey. Responsibilities include leading audits and optimizing customer-facing processes. Ideal candidates have at least 2 years of experience in customer experience roles, strong communication skills, and analytical expertise. Join us to make a meaningful impact in our dynamic organization.