Homecare Service Performance Specialist

Coway; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A homecare service provider in Kuala Lumpur seeks a candidate for a role focused on performance analysis and operational enhancements. Responsibilities include monitoring service trends, validating data for forecasts, and supporting project initiatives. Ideal candidates should hold at least a Bachelor's degree and have 2–3 years of related experience, particularly with strong data analysis skills. Proficiency in Tableau and Excel is preferred, along with excellent communication abilities.

Qualifications

• Minimum 2–3 years of experience in a related field.
• Strong data analysis and communication skills.
• Proven ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Monitor Homecare service performance trends and quality indicators.
• Act as checker for monthly forecasts and data accuracy.
• Propose enhancements for operational plans and processes.
• Support ad hoc projects relating to system improvements.
• Monitor Care App performance and provide insights.

Skills

Business analysis skills

Data interpretation skills

Verbal communication skills

Written communication skills

Attention to detail

Confidentiality

Education

Diploma or equivalent

Bachelor's Degree or equivalent

Tools

Tableau

Excel

PowerPoint

Job description

Homecare is the product category that involves massage chairs, mattresses, air conditioners, etc. These products are regularly serviced by the Coway Homecare Technicians. This role is responsible for analysing and enhancing Homecare service performance by monitoring service trends, quality indicators, and operational effectiveness across all branches.

The role acts as a key data and performance lead, ensuring accuracy and integrity of monthly Care Service forecasts and service-related reporting for management review. Through continuous performance analysis, this role identifies operational gaps, inefficiencies, and recurring service issues and proposes service improvement initiatives and operational enhancements for internal systems, processes, and projects.

In addition, this role supports cross-functional projects such as system enhancements, pilot initiatives, and process improvement programs, while leading the monitoring of Homecare Technician Care App performance, usage trends, and service impact. By providing data-driven insights and recommendations, this role plays a critical role in strengthening service quality, operational efficiency, and digital adoption across the Homecare network.

Job Descriptions:

1. Care Service Performance Analysis

• Monitor Homecare service performance trends and service quality indicators.
• Identify operational gaps, inefficiencies, and recurring service issues.

2. Data Validation & Forecasting

• Act as checker for monthly Care Service forecasts and service related data accuracy.
• Ensure data integrity for reporting and management review.

3. Service Improvement & Operational Enhancement

• Propose new initiatives and enhancements for internal operational plans, systems, and projects.
• Support service process optimization based on analytical findings.

4. Project & Initiative Support

• Manage and support ad hoc projects as assigned (system enhancement, pilot initiatives, process improvement).

5. Homecare Technician Care App Performance Lead

• Monitor Homecare Technician Care App performance, usage trends, and service impact.
• Provide insights and recommendations to improve app effectiveness and service delivery.

Requirement:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor\'s Degree, Post Graduate Diploma, Professional Degree, Business Studies/Administration/Management or equivalent.
• At least 2–3 years of working experience in the related field is required for this position.
• Strong business analysis skills, data interpretation skills, and excellent verbal and written communication skills.
• Strong attention to detail and accuracy, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Ability to maintain confidentiality and handle sensitive information with utmost professionalism and discretion.
• Proven experience in sales organization-related (job scope area such as data analysis, quota setting, performance measurement, and payout calculations related), preferably in a medium to large-sized organization.
• Required Skill(s) / Knowledge(s): Moderate Tableau skill, Advanced Excel skill, Advanced PowerPoint skill, administrative skill, and communication skill.