QA Strategy Lead — Customer Support Excellence

CARSOME; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive marketplace in Malaysia is seeking a Quality Assurance Specialist for the Customer Service department. You will drive the improvement of call quality and support performance metrics. Responsibilities include maintaining quality standards, reviewing interactions, and developing training programs. Ideal candidates should have strong analytical and communication skills, alongside a good understanding of customer service metrics. This is an excellent opportunity for those looking to enhance their career in quality assurance.

Qualifications

• Experience in the customer service space is essential.
• Proven track record of analytical skills and quality assurance.
• Strong communication skills, especially for feedback.

Responsibilities

• Maintain and develop call center quality standards.
• Review support agents' conversations.
• Create strategies to improve support KPIs.

Skills

Analytical skills

Interpersonal skills

Communication skills

Organizational skills

Problem-solving capabilities

Job description

A leading automotive marketplace in Malaysia is seeking a Quality Assurance Specialist for the Customer Service department. You will drive the improvement of call quality and support performance metrics. Responsibilities include maintaining quality standards, reviewing interactions, and developing training programs. Ideal candidates should have strong analytical and communication skills, alongside a good understanding of customer service metrics. This is an excellent opportunity for those looking to enhance their career in quality assurance.