Global Customer Service QA & Process Improvement Specialist

Cekap Technical Services Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 68,000; Full time

Job summary

Jora Malaysia is seeking a Customer Service Quality Control Specialist to monitor and optimize overseas customer service quality. You will analyze complaints, drive process improvements, and ensure adherence to corporate standards.

The role involves regular sampling of calls and tickets, developing scoring criteria for audits, and coordinating with training to implement corrective actions. Strong English skills and data analysis abilities are required.

Qualifications

• Bachelor's degree or above with prior QA experience in relevant industries.
• Overseas QA or customer complaint handling experience is highly preferred.
• Excellent English listening, speaking, reading and writing skills; CET-6 or above, with conversational oral English proficiency for daily communication.
• Proficient in Office software for data statistics and chart creation.
• Strong logical reasoning and summarization skills.
• Meticulous and detail-oriented.
• Able to identify service deficiencies through data analysis.

Responsibilities

• Conduct regular random sampling of call recordings and system tickets from the overseas customer service team to ensure full compliance with corporate process standards.
• Perform in-depth analysis of customer complaint cases, collate and summarize analysis results, and identify common recurring issues to drive process optimization.
• Ensure full implementation and closure of improvement initiatives.
• Support supervisors in establishing scoring criteria for customer service quality audits.
• Optimize QA standards weekly and monthly to meet objective demands of team quality management and process improvement.
• Compile regular reports covering error statistics and customer satisfaction surveys.
• Propose service optimization recommendations and drive their implementation.
• Continuously track and maintain the VOC system and summarize recurring customer complaints.
• Participate in revising customer complaint handling protocols.
• Assist the training team in developing corrective action plans and monitor implementation outcomes.

Skills

QA experience

Data analysis

English communication

Attention to detail

Education

Bachelor's degree or above

Tools

Office software

Job description

Jora Malaysia is seeking a Customer Service Quality Control Specialist to monitor and optimize overseas customer service quality. You will analyze complaints, drive process improvements, and ensure adherence to corporate standards.

The role involves regular sampling of calls and tickets, developing scoring criteria for audits, and coordinating with training to implement corrective actions. Strong English skills and data analysis abilities are required.