Quality Assurance Executive (Cantonese Speaker)

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

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Quality Assurance Executive who is a Cantonese speaker. This role involves monitoring customer interactions, providing feedback to agents, and collaborating with training teams. Candidates must have strong communication skills in English, Mandarin, and Cantonese, coupled with analytical abilities and proficiency in MS Office. The position offers a competitive salary and additional benefits, including medical coverage and training opportunities.

Benefits

Annual salary increment

Performance bonus

Medical and hospitalization coverage

External training provided

Career progression opportunities

Qualifications

• Experienced in quality assurance within a call center or customer service environment.
• Adaptability, initiative, and stress tolerance.
• Ability to provide constructive feedback to team members.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality standards.
• Provide constructive feedback to agents.
• Collaborate with training teams to develop coaching materials.

Skills

Strong understanding of call center operations

Excellent written and verbal communication skills in English, Mandarin, and Cantonese

Strong analytical and problem-solving skills

Proficiency in MS Office and call center software

Education

University education or diploma in related discipline

Job description

Quality Assurance Executive (Cantonese Speaker)

Qualifications

• Strong understanding of call center operations, customer service best practices, and multichannel support dynamics.
• Experienced in quality assurance within a call center or customer service environment, with a focus on both voice and non-voice channels are added advantage.
• University education or diploma, preferably in a related discipline
• Excellent written and verbal communication skills in English & Mandarin and Cantonese (skill in written Mandarin and Cantonese would add advantage) due to the nature of the market served.
• Strong analytical, decision making and problem-solving skills, with attention to detail.
• Adaptability, initiative & stress tolerance
• Ability to provide constructive feedback and guidance to team members.
• Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.

Responsibilities

• Monitor and evaluate voice and non-voice customer interactions to ensure quality standards.
• Provide constructive feedback to agents and support performance improvement.
• Collaborate with training teams to develop coaching materials and conduct skill-enhancement sessions.
• Analyze customer feedback and interaction data to improve service quality.
• Identify process gaps and recommend improvements for operational efficiency.
• Ensure compliance with internal policies, legal requirements, and industry standards.
• Prepare quality reports highlighting trends and areas for improvement.
• Work closely with Operations and other departments to drive customer service excellence

Benefits

• Basic: RM3,000 – RM5,000 (Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process)
• Attendance allowance: RM100* (Subject to project assigned/any if applicable)
• KPI allowance: up to RM500* (Subject to project assigned/any if applicable)
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• External training will be provided and potential career progression opportunities
• 9:00am - 6:00pm / 10:00am - 7:00pm
• Monday - Friday
• Working hours are subject to change based on business and operational requirements.
• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur (Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)