Quality Assurance (QA) – Customer Support & Sales

MFH Management Services; Subang Jaya; On-site; MYR 3,000 - 5,000; Full time

Job summary

A customer support management firm in Subang Jaya is seeking a Quality Assurance (QA) Executive to ensure quality in Customer Support and Sales interactions. The role involves monitoring calls, evaluating staff performance, and preparing reports to identify areas for improvement. Candidates should have at least one year of experience or be fresh graduates with strong communication skills in English and Bahasa. If you're ready to step into a quality-focused role, apply today!

Qualifications

• At least 1 year of experience in any related field, preferably in the financial industry.
• Fresh graduates are welcome to apply.

Responsibilities

• Monitor and evaluate Sales and Customer Support calls daily.
• Ensure adherence to company quality standards and guidelines.
• Prepare QA reports and highlight areas for improvement.

Skills

Strong verbal and written communication skills (English & Bahasa)

Ability to handle stressful situations

Multitasking and prioritizing tasks effectively

Job description

Quality Assurance (QA) – Customer Support & Sales

The Quality Assurance (QA) Executive is responsible for ensuring the overall quality and consistency of Customer Support and Sales interactions. This role involves evaluating calls, identifying gaps, ensuring accurate product information, and providing feedback to improve team performance. The QA Executive will work closely with both Sales and Customer Support departments to maintain high service standards and support continuous improvement.

Key Responsibilities

1. Call Monitoring & Evaluation

• Listen to Sales and Customer Support calls on a daily basis.
• Ensure all calls meet company quality standards and follow internal guidelines.
• Evaluate communication style, professionalism, accuracy, and compliance.
• Identify incorrect information, improper handling, or missed opportunities.

2. Sales Call Assessment

• Ensure Sales agents focus on their role: selling the product, handling sales inquiries, and achieving targets.
• Verify that sales scripts, guidelines, and processes are followed correctly.
• Check if the salesperson provides accurate and complete product information.
• Identify gaps in persuasion techniques, objection handling, closing, and upselling.
• Highlight any non-sales related conversations or tasks done by Sales agents.

3. Customer Support Call Assessment

• Ensure Customer Support agents provide correct assistance, follow procedures, and maintain professionalism.
• Evaluate accuracy of product information and problem-resolution steps.
• Ensure agents follow proper escalation flow and case-handling guidelines.
• Identify poor communication, misinformation, or failure to follow SOP.

4. Reporting & Documentation

• Prepare daily, weekly, and monthly QA reports based on call evaluations.
• Highlight recurring issues, agent performance trends, and improvement areas.
• Prepare summary reports for management review.

Requirements

• Preferably can start immediately.
• At least 1 year of experience in any related field (background in financial industry will be added advantage).
• Fresh graduates are welcome to apply.
• Strong verbal and written communication skills (English & Bahasa).
• Ability to handle stressful situations with professionalism and patience.
• Must be able to multitask and prioritize tasks effectively.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.