Quality Analyst (Customer Service)

Shopee; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading e-commerce platform in Malaysia is seeking a Quality Assurance Specialist to monitor chat quality and evaluate agent performance. The role requires strong skills in both English and Bahasa Malaysia, with a focus on delivering feedback and driving continuous improvement in customer service. Ideal candidates should possess 1-2 years of contact centre experience and the ability to work independently.

Qualifications

• 1 - 2 years of contact centre experience, mainly in customer service.
• Excellent spoken and written skills in English and Bahasa Malaysia, Mandarin is a plus.
• Mandatory business writing skills.
• Ability to work independently and manage time effectively.

Responsibilities

• Conduct regular evaluations of chat interactions for quality compliance.
• Assess agent performance in accuracy, professionalism, and empathy.
• Deliver structured feedback based on QA assessments.
• Prepare comprehensive QA reports and analyze performance trends.
• Review and update QA scorecards and SOPs.
• Collaborate with cross-functional teams to align on quality objectives.
• Identify issues and recommend initiatives to enhance customer experience.

Skills

Contact centre experience

Spoken and written English

Spoken and written Bahasa Malaysia

Business writing skills

Multi-tasking

Time management

Job description

About The Team

Job Description

• Monitor Chat Quality: Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.
• Evaluate Agent Performance: Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.
• Provide Constructive Feedback and Coaching Support: Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.
• Analyze and Report Quality Metrics: Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.
• Maintain and Enhance Quality Frameworks: Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.
• Collaborate with Cross-Functional Teams: Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.
• Drive Continuous Improvement and Customer Experience Enhancement: Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.

Requirements

• Possess 1 - 2 years of contact centre experience, mainly in customer service.
• Having excellent spoken and written skills in both English & Bahasa Malaysia. Mandarin speaker is a plus.
• Business writing skill is mandatory.
• Being able to work independently.
• Ability to multi-task, prioritize and manage time effectively.