Senior Operations Exec - Data-Driven CX Lead (Malaysia)

Youtrip; Selangor; On-site; MYR 67,000 - 112,000; Full time

Job summary

YouTrip, a leading multi-currency fintech in Asia Pacific, seeks an Operations Executive for Malaysia to drive operational excellence and enhance customer experience across 24/7 support. You will partner with the Customer Service Manager to translate data into actionable improvements, maintain knowledge bases, and support cross-functional initiatives in Product, Finance and Compliance.

As part of the operations leadership, you will back up the Customer Service Manager, participate in on-call

Qualifications

• 4–7 years in customer service, contact centre operations or CX.
• Experience in data analysis and reporting to improve operations.
• Hands-on with QA programmes and calibration sessions.
• Experience designing training for frontline teams and TLs.
• Strong knowledge of contact centre operations and SLAs.

Responsibilities

• Data analytics, reporting and performance management across KPIs and CSAT.
• Own QA programme, scoring methods and coaching actions.
• Develop onboarding and ongoing training with knowledge bases.
• Oversee workforce planning, staffing, and incident escalation.
• Support vendor reviews, contracts and billing processes.

Skills

Data analytics

Reporting

QA

Training

Operations management

Vendor management

Tools

Spreadsheets

BI tools

Job description

YouTrip, a leading multi-currency fintech in Asia Pacific, seeks an Operations Executive for Malaysia to drive operational excellence and enhance customer experience across 24/7 support. You will partner with the Customer Service Manager to translate data into actionable improvements, maintain knowledge bases, and support cross-functional initiatives in Product, Finance and Compliance.

As part of the operations leadership, you will back up the Customer Service Manager, participate in on-call