Quality Control Specialist (Customer Service & Support) - Fully Remote

Mister Mobile Trading Pte Ltd; Kuala Lumpur; Remote; MYR 128,000 - 191,000; Full time

Job summary

Mister Mobile Trading Pte Ltd is seeking a Quality Control Specialist to monitor and improve the quality of customer interactions handled by the CSS team. This role focuses on ensuring service consistency, SOP compliance, and identifying improvement opportunities through audits and analysis.

The ideal candidate has experience in Customer Service or Quality Assurance, with strong communication, attention to detail, and problem-solving skills.

Qualifications

• Previous experience in Customer Service, Quality Assurance, or Quality Control is preferred.
• Strong written and verbal communication skills.
• Strong attention to detail and analytical skills.
• Ability to evaluate customer interactions objectively and fairly.
• Good problem-solving skills with the ability to identify service and process gaps.
• Proficient in Microsoft Office or Google Workspace.
• Experience in quality auditing, SOP compliance, or performance monitoring is an advantage.

Responsibilities

• Conduct regular quality audits on customer interactions across Chat, Call, and Email.
• Evaluate interactions based on QA standards, scoring, and SOPs.
• Identify service errors, gaps, violations, and areas for improvement.
• Monitor critical errors and escalate serious quality concerns.
• Provide objective feedback to support service quality improvements.
• Work closely with Team Leads and SICs to identify coaching and training needs.
• Analyze QA results to identify recurring issues, performance gaps, and improvement opportunities.
• Recommend improvements to SOPs, communication templates, and operational processes.
• Prepare regular quality reports covering audit results, common errors, and performance trends.
• Maintain accurate audit records and ensure fair, consistent quality assessments.
• Support other quality monitoring, operational improvement, and department-related duties as assigned by management.

Skills

Communication skills

Attention to detail

Analytical skills

Problem-solving

MS Office

Google Workspace

Quality auditing

Tools

Microsoft Office

Google Workspace

Job description

Quality Control Specialist (Customer Service & Support) - Fully Remote

With 14 years in the industry, Mister Mobile is Singapore’s trusted leader in mobile services. Our vision is to empower people through technology and provide exceptional service. We offer top trade-in prices and rigorously inspected new and used devices. Our warm and friendly team fosters a culture of care and collaboration, ensuring that every customer experience is met with a personal touch. As a market leader in the mobile service provider industry, we obtained ISO certification, CaseTrust accreditation, and a Carousell InstantBuy Award. We have also received more than 15,000+ positive reviews on our services.

As a fast-growing company, we cultivate a collaborative and inclusive workplace. We prioritize employee development and uphold key values such as innovation, customer satisfaction, and teamwork while offering career growth and mentorship opportunities.

Profile:

The Quality Control Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by the CSS team. This role focuses on ensuring service consistency, SOP compliance, and identifying areas for improvement through quality audits, performance analysis, and constructive feedback.

Job Responsibilities:

Conduct regular quality audits on customer interactions across various service channels, including but not limited to Chat, Call, and Email.

Evaluate customer interactions based on established QA standards, scoring criteria, and company SOPs.

Identify service errors, communication gaps, process violations, and areas for improvement.

Monitor critical errors and escalates serious quality concerns to the appropriate management level.

Provide objective and constructive feedback to support service quality improvements.

Work closely with Team Leads and SICs to identify coaching and training needs.

Analyze QA results to identify recurring issues, performance gaps, and improvement opportunities.

Recommend improvements to SOPs, communication templates, and operational processes.

Prepare regular quality reports covering audit results, common errors, and performance trends.

Maintain accurate audit records and ensure fair, consistent quality assessments.

Support other quality monitoring, operational improvement, and department-related duties as assigned by management.

Requirements:

Previous experience in Customer Service, Quality Assurance, or Quality Control is preferred.

Strong written and verbal communication skills.

Strong attention to detail and analytical skills.

Ability to evaluate customer interactions objectively and fairly.

Good problem-solving skills with the ability to identify service and process gaps.

Ability to provide constructive feedback professionally.

Proficient in Microsoft Office or Google Workspace.

Experience in quality auditing, SOP compliance, or performance monitoring is an advantage.