Quality Assurance Executive–Customer Service Quality & Monitoring (Shift-Based)

CEKAP LINK TECH SDN. BHD.; Kuala Lumpur; In loco; MYR 36.000 - 48.000; Tempo pieno

Descrizione del lavoro

CEKAP LINK TECH SDN. BHD. seeks a Quality Assurance Executive to oversee customer service quality across lines, scoring conversations and turning data into on-floor improvements.

Initial six-month rotation will expose you to all workflows before owning QA standards, with regular reports and action plans to close gaps and enhance service quality.

Competenze

• Bachelor's degree or above.
• Proven QA / quality monitoring experience preferred.
• Excellent written & spoken English for daily work conversations.

Mansioni

• Review conversations across customer service lines and score them fairly.
• Rotate across service lines for ~6 months to understand workflows.
• Build and refine QA scoring rubrics with team leads.
• Update QA standards based on weekly/monthly findings.

Conoscenze

Excellent written & spoken English

Strong ownership & project-driven

Attention to detail

Data analysis

Formazione

Bachelor's degree or above

Strumenti

MS Office (Excel, PowerPoint)

Descrizione del lavoro

Quality Assurance Executive–Customer Service Quality & Monitoring (Shift-Based)

As our Quality Assurance Executive, you'll be the "quality eye" across all our customer service lines — reviewing conversations, scoring them fairly, and turning raw service data into concrete improvements that our agents actually use on the floor. The first six months are designed to get you rotating through each service line so you truly understand the workflow before you own the QA standards — and later, you may even be embedded into the business team as their quality partner.

Key responsibilities

Spend your first ~6 months rotating across every customer service line

Learn each workflow, update cadence, and execution requirements from the ground up

Work with team leads to build and continuously refine QA scoring rubrics

Adjust standards based on weekly/monthly findings so they stay useful for real service quality management

Produce regular QA reports: error-rate statistics, customer satisfaction (CSAT) findings, and trend analysis

Propose service improvement recommendations and drive them to closure

Maintain the overall QA framework

Summarise recurring complaint themes and help refine complaint-handling SOPs

Partner with the training team on improvement plans, then track whether they actually land

About you

Bachelor's degree or above

Proven QA / quality monitoring experience (customer service, contact centre, or operations QA preferred)

Prior experience in overseas / cross-border service or complaint-handling environment is a strong plus

Excellent written & spoken English — confident enough for daily work conversations

Solid with MS Office (especially Excel, PowerPoint) — comfortable building your own statistics and charts

Sharp logical & summarisation skills; meticulous; good at spotting service gaps from data

Strong ownership, project-driving mindset, and ability to work under pressure

Mandarin (written & spoken) is a definite plus — we work with Chinese-speaking stakeholders

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Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years' experience do you have as a Quality Assurance Executive? Which of the following types of qualifications do you have? Do you have experience working to quality assurance standards? How would you rate your Mandarin language skills?

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What can I earn as a Quality Assurance Executive