QA Specialist (Customer Service)

SummitNext; Sungai Petani; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Quality Assurance Specialist, where your analytical skills will help enhance service quality in the dynamic E-Commerce sector. This role involves monitoring customer interactions, identifying trends, and collaborating with teams to improve performance. You'll have the chance to make a significant impact through process improvements and training initiatives. With a supportive work environment and opportunities for professional growth, this position is ideal for individuals passionate about delivering exceptional customer service and driving quality standards. If you're ready to take your career to the next level, this is the perfect opportunity for you!

Benefits

EPF & SOCSO

Birthday Leave

Maternity Leave

Annual Leave

Career Advancement Opportunities

Professional Development Programs

Qualifications

• Minimum Diploma or equivalent experience in relevant fields.
• Previous experience in customer service or quality assurance roles.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality standards.
• Develop process improvements to enhance customer satisfaction.
• Provide feedback and coaching to customer service agents.

Skills

Analytical Skills

Attention to Detail

Customer Service Best Practices

Quality Assurance Processes

Coaching and Training

Education

Diploma in Business or Communications

Certification in Quality Assurance

Tools

Customer Relationship Management (CRM) Systems

Job description

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.

As we continue our rapid expansion, we are on the lookout for passionate and driven individuals to join our team as QA Specialist, providing outstanding support to our renowned clients in the E-Commerce sector with outstanding service and professionalism.

Position

Quality Assurance Specialist (English & Malay, written & Verbal, On-site)

Key Responsibilities

• Monitor and evaluate customer interactions through calls, chats, and emails to ensure service quality standards are met.
• Identify trends, issues, and areas for improvement in customer service delivery.
• Develop and recommend process improvements to enhance customer satisfaction and performance.
• Conduct regular audits of call logs and support interactions to ensure compliance with company policies.
• Provide feedback, coaching, and training to customer service agents based on performance evaluations.
• Collaborate with team leads and supervisors to address training gaps and maintain consistent service quality.
• Assist in the development and implementation of customer service policies
• Prepare reports detailing quality assurance findings and recommend action plans for continuous improvement
  
  
  

Job Requirements

• Minimum Diploma in any relevant field (Business, Communications, etc.), or equivalent work experience.
• Certification in Quality Assurance or related field is an advantage
• Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
• Strong understanding of quality assurance processes, customer service best practices, and performance metrics.
• Familiarity with customer relationship management (CRM) systems and relevant software tools.
• Attention to detail and excellent analytical skills to identify patterns and issues.
• Ability to work independently and as part of a team to meet deadlines and achieve goals.
  
  
  

Job Type

• Full time
• 5 days a week
  
  
  

Salary

• Basic: RM3,300 - RM 4,000
  
  
  

Benefits

• EPF & SOCSO
• Birthday Leave
• Maternity Leave
• Annual Leave
• Career advancement opportunities
• Professional development programs
  
  
  

Expected Start Date

• Immediately
  
  
  

Find Out More About Us

• Glassdoor: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm
• Instagram: https://www.instagram.com/summitnexttechnologies
• LinkedIn: https://www.linkedin.com/company/summitnext-technologies
  
  
  

Website:https://summitnext.my