Executive - Service Quality Assurance

Aeon Credit Service; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur seeks an Executive for Service Quality Assurance. The role involves identifying training needs, delivering programs, and monitoring service calls to enhance customer experience. Candidates should have a degree in a related field and 1–2 years of experience in customer service or training. Excellent communication and analytical skills are essential, along with proficiency in Microsoft Office. Join a proactive team dedicated to service excellence.

Qualifications

• 1–2 years’ experience in customer service or training.
• Strong understanding of service quality frameworks.
• Hands-on experience in training and materials development.

Responsibilities

• Develop and update training plans with department heads.
• Conduct training for customer service staff.
• Monitor and evaluate call quality for service consistency.
• Design and implement standardized training modules.
• Report training effectiveness and outcomes.

Skills

Customer experience standards

Training delivery

Analytical skills

Communication skills

Interpersonal skills

Problem-solving skills

Education

Bachelor's Degree or Diploma in Business, Communication, Training & Development

Tools

Microsoft Office (PowerPoint, Excel, Word)

Job description

Executive - Service Quality Assurance (Customer Service Group)

As the Executive – Service Quality Assurance, you will be responsible for identifying training needs, delivering effective training programs, and monitoring service calls to ensure high-quality customer interactions. Your role is essential in supporting service excellence and enhancing customer experience.

Key Responsibilities

• Collaborate with department or group heads to develop and update training plans
• Conduct training for new and existing customer service staff
• Monitor and evaluateabilities? call quality to ensure service consistency
• Support the review and enhancement of service-related policies and procedures
• Design, develop, and implement standardized training modules
• Deliver engaging and impactful presentations to support staff development
• Evaluate training effectiveness and report outcomes to management
• Coordinate with external training providers when necessary
• Assist in tracking departmental reports and statistical data Recognized for quality improvements
• Support any training or quality-related projects as assigned

Job Requirements

• Bachelor's Degree or Diploma in Business, Communication, Training & Development, or any related field.
• Minimum 1–2 years’ experience in customer service, training, quality assurance, or contact centre operations.
• Strong understanding of customer experience standards and service quality frameworks.
• Hands‑on experience in conducting training and developing training materials/modules STF.
• Familiar with call monitoring techniques, call evaluation Tao, and performance gap anaylsis.
• Excellent communication and presentation skills in both English and Bahasa Melayu.
• Strong analytical and problem‑solving skills to assess training needs and evaluate service quality.
• Proficient in Microsoft Office tools (PowerPoint, Excel, Word) for report preparation and training delivery.
• Able to manage multiple tasks, meet deadlines, and work under pressure in a fast‑paced environment.
• A proactive team player with strong interpersonal skills and the ability to work collaboratively across departments.
• Willing to continuously learn and improve in the areas of customer service and training effectiveness.