Quality Assurance Analyst - CX & Process Improvement

ASUS; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 90,000; Full time

Job summary

ASUS is seeking a detail-oriented Quality Analyst to strengthen service quality and operational standards across our customer service operations. You will conduct quality audits, analyze performance trends and work with internal teams and service partners to improve processes and customer experience.

The ideal candidate is analytical, proactive and comfortable working independently, with the ability to turn quality findings into practical improvement actions.

Qualifications

• 2–3 years of experience in Quality Assurance or related field.
• Experience conducting quality audits and scoring reviews.
• Experience in process improvement and SOP development.

Responsibilities

• Maintain and improve quality standards, guidelines, and QA frameworks.
• Conduct regular quality reviews of customer communications and service workflows.
• Analyze QA/QC results to identify recurring issues and improvement opportunities.
• Prepare quality reports and recommended corrective actions for management.
• Collaborate with internal teams and partners to enhance service quality and processes.
• Support validation and testing for new or updated systems and workflows.
• Provide targeted coaching based on quality findings.
• Review and update SOPs, FAQs, and training materials.
• Support workshops and knowledge-sharing to strengthen service standards.
• Participate in cross-functional discussions to provide quality insights.

Skills

Analytical

Proactive

Independent work

Quality assurance

Stakeholder management

Coaching & feedback

Education

Diploma or Bachelor's Degree (Business / Customer Service / Quality Management)

Tools

QA frameworks

Quality auditing tools

Job description

ASUS is seeking a detail-oriented Quality Analyst to strengthen service quality and operational standards across our customer service operations. You will conduct quality audits, analyze performance trends and work with internal teams and service partners to improve processes and customer experience.

The ideal candidate is analytical, proactive and comfortable working independently, with the ability to turn quality findings into practical improvement actions.