Quality Assurance

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

Job summary

A leading company in quality assurance in Petaling Jaya seeks a skilled individual to manage daily activities of support agents, ensuring KPIs and quality standards are met. This role involves overseeing and training team members, reviewing performance, and providing actionable insights. Ideal candidates have at least 2 years in customer service, experience in quality assurance, and excellent communication skills in English and Malay. The workplace promotes teamwork and requires strong attention to detail.

Qualifications

• Minimum 2 years in customer service or claims environment.
• 1 year in quality assurance for customer service or claims field preferred.
• Strong team player with minimal supervision capability.

Responsibilities

• Manage day-to-day activities of agents, including QA and KPIs.
• Review support agents' conversations and ensure QA standards are met.
• Conduct training sessions and prepare materials.

Skills

Customer service experience

Quality assurance experience

Excellent communication skills in English

Analytical and problem-solving skills

Attention to detail

Data visualization abilities

Team player

Organizational skills

Job description

Job Overview

Manages the day-to-day activities (calls/claims/emails) of agents, including scheduling and managing the QA and KPIs. Need to be skilled in data gathering and analytics to help improve performance of the business while providing actionable insights. Also, oversee team members’ work to ensure that they adhere to the program requirements.

Responsibilities

• Maintain and develop internal support and call center and claims quality standards
• Review a subset of support agents’ conversations (calls, emails, claims, etc.)
• Ensure monthly QA KPIs are met by conducting regular 1-on-1 and performance reviews
• Conduct internal performance review to promote communication, provide useful feedback about job performance and facilitate better working relationships to contribute to professional development
• Participate in calibration sessions to maintain consistency in internal evaluations
• Assist to prepare training materials and conduct monthly refresher session with team members
• Conduct QA evaluations as per business requirement or protocol and provide QA progress report to Assistant Manager
• Develop quality assurance standards and company processes

Job Skills & Qualifications

• Experience in the customer service or claims environment with at least 2 years
• Preferably with those who have hands‑on experience in quality assurance for the customer service or claims field, with at least 1 year
• Excellent communication skills, both verbal and written, in English and Malay; Mandarin will be an added advantage
• Ability to use logic and reasoning to identify the strengths and weaknesses
• Proven track record of analytical and problem‑solving skills
• Great people skills and ability to communicate (negative) feedback
• Strong attention to detail, meticulous, and diligent attributes
• Great team player with the ability to work with minimal supervision
• Good organizational skills, knowledge of goal‑setting practices
• Examples of data visualization abilities and understanding of support metrics
• Perception of basic business metrics and how support impacts those
• Problem‑solving capabilities to create meaningful strategies to improve support quality
• Fast learner who requires minimal supervision