CX & Service Quality

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

The role will primarily focus on end-to-end complaints management for the Malaysia contact centre operations, ensuring timely investigation, resolution, and response handling while balancing customer satisfaction and operational risk protection. The role will also support Customer Experience initiatives including NPS monitoring, quality assurance activities, refresher training coordination, and continuous improvement initiatives.

Key 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

About you

Minimum 2-3 years of experience in Quality Assurance, Coaching, Complaints Handling, Reporting, Training, or Contact Centre Operations

Good command of both spoken and written English and Bahasa Malaysia

Proficient in Microsoft Excel, PowerPoint, and reporting tools

Familiar with Complaints Management and NPS concepts

Experience in insurance, travel assistance, healthcare assistance, or customer service operations is preferred

Proven experience in designing and facilitating service related training programs

Ability to work on multiple projects simultaneously and manage competing priorities

Excellent public speaking skills to deliver professional presentations and training events

Demonstrates a strong customer-centric mindset with the ability to balance service excellence, compliance requirements, and business objectives

Able to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment