Quality Assurance Analyst

GSR TECHNOLOGY LIMITED; Kuala Lumpur; On-site; MYR 40,000 - 55,000; Full time

Job summary

A leading technology company in Kuala Lumpur is seeking a Quality Assurance Specialist. The role involves maintaining QA systems, implementing processes for performance monitoring, and driving service quality. Candidates should have 3-4 years of QA experience in customer service. This position offers a dynamic work environment where proactive problem-solving and attention to detail are key.

Qualifications

• 3–4 years of QA experience in a customer service environment.
• Familiarity with call center operations and hands-on experience with email and call channels.
• Experience in setting service quality goals and conducting root cause analysis.

Responsibilities

• Standardize and maintain the internal QA monitoring system.
• Implement QA strategy and evaluate quality issues.
• Provide actionable insights and improvement plans.

Skills

QA experience

Problem-solving skills

Ability to work under pressure

Customer service mindset

Education

SPM

Job description

Standardize and maintain the internal QA monitoring system for the client services team.

Implement QA strategy with scalable processes and systems to efficiently monitor overall

team performance accuracy and status.

Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop

improvement plans, and collaborate with relevant teams to raise service standards.

Proactively identify new methods to improve QA processes, and coordinate with CS and

training.

Provide QA driven insights and innovative ideas to streamline workflows, ensuring higher

efficiency and effectiveness.

Requirements:

SPM with at least 3–4 years of QA experience in a customer service environment (email

and call support).

Familiar with call center operations; hands-on experience with email and call channels is

a must; able to handle recordings, quality checks, and shift arrangements.

Experience in continuous improvement: capable of setting service quality goals, driving

higher client satisfaction, and conducting root cause analysis.

Able to work under pressure and adapt to a fast-paced environment; demonstrate strong

responsibility, proactive service mindset, problem-solving, and delivery skills.

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