Quality Assurance Analyst (CS)

Tycheverse Management Services Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A dynamic customer service firm in Kuala Lumpur seeks a Customer Service Quality Assurance Analyst to ensure high standards in customer interactions. You will assess performance, provide feedback, and collaborate to enhance service quality. Ideal candidates are detail-oriented with a background in quality assurance and strong analytical skills. This full-time permanent position offers a chance to thrive in a vibrant work environment focused on innovation and customer excellence.

Qualifications

• Strong passion for quality assurance and customer service excellence.
• Proven experience in Customer Service Quality Assurance or as a Senior Customer Service Representative.
• Exceptional analytical skills with the ability to identify patterns and root causes.
• Excellent written and verbal communication skills for feedback and report generation.
• Strong attention to detail and objectivity in evaluations.

Responsibilities

• Conduct quality assessments of non-voice customer interactions.
• Identify trends and areas for improvement in customer service processes.
• Provide feedback to Customer Service Representatives through coaching sessions.
• Develop quality assurance guidelines and training materials.
• Prepare performance reports and present findings to management.
• Collaborate with training and operations teams for corrective actions.
• Participate in calibration of quality scores for evaluators.
• Contribute to improvement of customer service processes.

Skills

Analytical skills

Communication skills

Attention to detail

Quality assurance proficiency

CRM systems knowledge

Education

College degree

Tools

QA monitoring software

Job description

Customer Service Quality Assurance Analyst

Employment Type: Full-time, Permanent

Start Date: January 2026

About Tycheverse:

Welcome to Tycheverse, the vibrant hub where innovation meets customer-centric excellence! Founded in 2023, we stand out with specialized offerings in market research, sales, lead generation, and digital marketing support.

Why Tycheverse?

Energetic Atmosphere: Become a key player in a dynamic team driving market dominance and expansion endeavors

Multifaceted Opportunities: Immerse yourself in a variety of roles, from data analysis to customer service and risk management

Innovation Playground: Join a company fueled by technological insights and clever solutions, reshaping the gaming industry

Key Responsibilities:

Conduct thorough quality assessments of non-voice customer interactions (e.g., chat, email, tickets) to ensure adherence to company standards, policies, and service level agreements.

Identify trends, common issues, and areas for improvement in customer service processes and agent performance.

Provide constructive and actionable feedback to Customer Service Representatives and team leaders through structured coaching and calibration sessions.

Develop and update quality assurance guidelines, rubrics, and training materials based on performance insights and evolving service needs.

Prepare detailed quality performance reports and present findings to management, highlighting strengths, weaknesses, and recommendations.

Collaborate closely with training and operations teams to implement corrective actions and enhance agent skills.

Participate in the calibration of quality scores to ensure consistency and fairness across evaluators.

Contribute to the continuous improvement of customer service processes and tools.

Qualifications:

College degree preferred, with a strong passion for quality assurance and customer service excellence.

Proven experience in a Customer Service Quality Assurance role or as a Senior Customer Service Representative.

Exceptional analytical skills with the ability to identify patterns, root causes, and effective solutions.

Excellent written and verbal communication skills for effective feedback delivery and report generation.

Proficiency in using QA monitoring software and CRM systems.

Strong attention to detail and ability to maintain objectivity in evaluations.

Ability to work independently and collaboratively within a dynamic team environment.

Proficiency in English (additional language skills are a bonus).

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