Executive - Service Quality Assurance (Customer Service Group)

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer financing provider in Malaysia seeks an Executive for Service Quality Assurance within the Customer Service Group. The role involves enhancing customer experience through effective training programs and monitoring service quality. Candidates should have a Bachelor's Degree or Diploma and experience in customer service. Strong communication skills in English and Bahasa Melayu are essential. Join us for a dynamic career opportunity.

Qualifications

• Minimum 1–2 years’ experience in customer service, training, quality assurance, or contact centre operations.
• Excellent communication and presentation skills in both English and Bahasa Melayu.
• Hands-on experience in conducting training and developing training materials/modules.

Responsibilities

• Collaborate with department heads to develop training plans.
• Conduct training for customer service staff.
• Monitor and evaluate call quality.

Skills

Customer experience standards

Training and development

Analytical skills

Communication skills

Interpersonal skills

Education

Bachelor's Degree or Diploma

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 evaluate 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 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.
• Familiar with call monitoring techniques, call evaluation, and performance gap analysis.
• 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.

Unlock job insights

Salary match Number of applicants Skills match

Interview Questions

• What's your expected monthly basic salary?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a customer service agent?
• Have you worked in a call centre before?
• How many years' experience do you have as a Trainer?

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are a visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.

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