Mandarin Customer Service QA Specialist

Agensi Pekerjaan JobScoper Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Kuala Lumpur is seeking a dedicated quality assurance specialist in customer service. The role involves monitoring interactions, evaluating performance, and providing feedback to improve service quality. Candidates should possess strong analytical skills and effective communication abilities. This position offers various benefits and opportunities for career advancement.

Benefits

Annual Leave

Medical Leave

Compassionate Leave

Hospitalization Leave

EPF/SOCSO/EIS

PCB

Career advancement opportunities

Medical Insurance

Qualifications

• Proven experience in a customer service or QA role, preferably within a contact center environment.
• Strong understanding of customer service principles, procedures, and quality metrics.
• Effective written and verbal communication skills for delivering feedback and writing reports.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to quality standards.
• Collaborate with training and operations teams to align quality expectations with performance goals.
• Prepare and present quality performance reports and insights to management.

Skills

Analytical skills

Attention to detail

Communication skills

Customer service principles

Time management

Education

Diploma or Bachelor's degree in Business or Communications

Tools

CRM tools (e.g., Zendesk, Freshdesk)

Microsoft Excel

Data analysis tools

Job description

Job Responsibility

• Proven experience in a customer service or QA role, preferably within a contact center environment.
• Strong understanding of customer service principles, procedures, and quality metrics.
• Excellent listening and analytical skills, with high attention to detail.
• Effective written and verbal communication skills for delivering feedback and writing reports.
• Familiarity with CRM tools, call recording systems, and QA platforms (e.g., Zendesk, Freshdesk, NICE, Playvox, etc.).
• Ability to work independently, manage time effectively, and meet deadlines.
• Proficient in Microsoft Excel, Google Sheets, or other data analysis tools.
• Diploma or Bachelorâs degree in Business, Communications, or a related field (preferred).
  
  

Job Requirements

• Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure adherence to quality standards and procedures.
• Develop, maintain, and update quality scoring guidelines and evaluation forms.
• Identify trends, gaps, and training opportunities through regular QA reviews.
• Provide timely and constructive feedback to customer service agents and team leads.
• Collaborate with training and operations teams to align quality expectations with performance goals.
• Prepare and present quality performance reports and insights to management.
• Assist in coaching initiatives to improve agent performance and customer satisfaction.
• Ensure compliance with company policies, regulatory requirements, and industry standards.
• Continuously seek ways to improve QA processes and customer service delivery.
  
  

Job Benefits

• Annual Leave
• Medical Leave
• Compassionate Leave
• Hospitalization Leave
• EPF/SOCSO/EIS
• PCB
• Plenty of career advancement opportunities
• Medical Insurance