Remote QA Specialist – Customer Service & Support

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

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.