Quality Assurance (Thai Market)

Brandt Business Services Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 65,000; Full time

Job summary

Brandt Business Services Sdn Bhd is seeking a Quality Assurance Specialist to monitor and evaluate customer interactions across voice, email, live chat, and social media for Malaysia and Thailand markets. The role partners with Operations Manager and Team Leaders to drive improvements in customer experience and service consistency.

The position focuses on QA audits, coaching, data analysis, and governance to ensure adherence to quality frameworks and client requirements.

Qualifications

• Proficient in Malay, Thai and English (spoken and written).
• Experience in quality assurance across multiple channels (voice, email, chat, social media).
• Knowledge of quality frameworks, SOPs and client requirements.

Responsibilities

• Conduct quality audits across voice, email, live chat, social media, KYC, and case management interactions across Malaysia and Thailand market operations.
• Evaluate customer interactions against established quality frameworks, SOPs, and client requirements.
• Provide structured feedback to Customer Care Specialists and Team Leaders; conduct coaching sessions.
• Analyze quality trends, recurring issues and risks; prepare quality reports and dashboards for Management.
• Participate in calibration sessions; maintain audit records and coaching documentation.
• Support continuous improvement initiatives and refresh training materials based on audit findings.

Skills

Malay language

Thai language

English language

Job description

The Quality Assurance Specialist is responsible for monitoring and evaluating customer interactions across voice, email, live chat, social media, KYC, and case management platforms supporting Malaysia and Thailand market operations. Reporting to the Operations Manager, the role partners closely with Customer Care Team Leaders to identify performance gaps, provide coaching recommendations, analyse quality trends, and drive continuous improvement initiatives to enhance customer experience, service consistency, and operational performance across both markets.

Job Description:

Quality Assurance

Conduct quality audits across voice, email, live chat, social media, KYC, and case management interactions.

Evaluate customer interactions against established quality frameworks, Standard Operating Procedures (SOPs), and client requirements.

Ensure consistency, fairness, and accuracy in quality assessments across all supported channels and markets.

Performance Coaching

Provide structured and constructive feedback to Customer Care Specialists and Team Leaders.

Conduct coaching sessions based on audit findings to improve individual and team performance.

Monitor coaching effectiveness and recommend development plans where required.

Quality Reporting & Analysis

Analyze quality trends, recurring issues, customer pain points, and operational risks.

Prepare quality reports, dashboards, and recommendations for Management.

Monitor key quality metrics and identify opportunities for continuous improvement across supported markets.

Calibration & Governance

Participate in internal and client calibration sessions to ensure alignment and consistency in quality scoring.

Maintain accurate quality audit records, coaching documentation, and quality reports.

Support dispute resolution reviews and identify root causes of recurring quality issues.

Recommend improvements to quality frameworks, SOPs, and operational processes.

Collaborate with the Training team to develop refresher training materials and knowledge reinforcement initiatives based on audit findings.

Support operational audits, quality initiatives, new process implementations, and projects assigned by Management.

Language Requirements

Proficient in Malay, Thai and English (spoken and written).

Working Requirements

Willing to work during standard business hours (Monday to Friday), with flexibility to support operational requirements, coaching sessions, calibration activities, audits, or business needs outside normal working hours when required.

May be required to support weekends or public holidays based on business or client requirements.

Brandt is a training specialist, consulting and business transformation outsourcing company focused on enabling clients to positively transform their customer strategy and operations through improving the quality, performance and efficiency of the approach and people and deliver an improved customer experience.

Built on the company’s core expertise, Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.

In addition, Brandt focuses on improving the customer management, quality and performance of individuals, teams and functions in delivering world class operational standards in Customer Management Excellence.

Brandt works with organizations to integrate strategies across a broad perspective all elements of their business to support their customers. We are the “final enabler” to help organization achieve operational efficiencies aligned to their business strategy. Investment in technology is therefore optimized.

Organizations have historically seen outsourcing as a cost reduction exercise, and often seen a less than positive impact on quality or the customer experience. Brandt’s offering in business transformation seeks to manage the landscape of creating customer branded experience via an end-to-end approach

Brandt is a training specialist, consulting and business transformation outsourcing company focused on enabling clients to positively transform their customer strategy and operations through improving the quality, performance and efficiency of the approach and people and deliver an improved customer experience.

Built on the company’s core expertise, Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.

In addition, Brandt focuses on improving the customer management, quality and performance of individuals, teams and functions in delivering world class operational standards in Customer Management Excellence.

Brandt works with organizations to integrate strategies across a broad perspective all elements of their business to support their customers. We are the “final enabler” to help organization achieve operational efficiencies aligned to their business strategy. Investment in technology is therefore optimized.

Organizations have historically seen outsourcing as a cost reduction exercise, and often seen a less than positive impact on quality or the customer experience. Brandt’s offering in business transformation seeks to manage the landscape of creating customer branded experience via an end-to-end approach