Senior Quality Assurance Specialist, Quality Compliance

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

U Mobile Sdn Bhd is seeking a Senior Quality Assurance Specialist to support the QA Manager in optimizing customer service quality within the Contact Centre. The ideal candidate will manage QA activities, ensure quality assessments are conducted effectively, and lead performance enhancement initiatives. Join an award-winning team that values passion and collaboration.

Benefits

Comprehensive medical, dental, optical, and insurance benefits

Flexi working hours arrangements

Staff line & device subsidy

Smart casual attire

Child parental care leave

Special employee discounts for selected F&B brands

Qualifications

• Proficiency in English and Bahasa Malaysia.
• Relevant experience in Quality Assurance is highly desirable.
• Minimum 1–2 years in team lead or mentoring role.

Responsibilities

• Support QA Manager in enhancing QA team’s performance.
• Drive performance of QA Executives through evaluations.
• Participate in QA calibration sessions for consistency.

Skills

Customer Feedback Analysis

Coaching

Call Quality Evaluation

Team Leadership

Education

Degree or diploma in any subject

Job description

Senior Quality Assurance Specialist, Quality Compliance

Life at U Mobile

We are passionate, innovative, trustworthy, team-oriented, and fun-loving. At U Mobile, we are always on the lookout for talented and passionate individuals to join our growing team. Let’s start your journey with an award-winning organization!

Top Reasons To Join Us!

• Awarded for:
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)

• Comprehensive medical, dental, optical, and insurance benefits
• Flexi working hours arrangements
• Staff line & device subsidy
• Smart casual attire
• Child parental care leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B brands

Job Summary

This role supports the QA Manager in leading and enhancing the QA team’s transaction monitoring performance, ensuring U Mobile’s Contact Centre delivers high-quality customer service through effective call quality evaluations, timely feedback, and targeted coaching.

The Day-To-Day Activities

• Contribute to a seamless customer journey by collecting, analyzing, and sharing customer feedback and insights received from the Quality Specialists for the Contact Centre support units. Assist in developing and implementing QA skills and enhancement programs for existing staff.
• Drive the quality, output, and performance of QA Executives through consistent audits, evaluations, and feedback.
• Ensure all QA progress logs and records are updated and maintained.
• Participate in QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
• Participate in quality improvement exercises, campaigns, and programs.

About You

• At minimum, a degree or diploma in any subject.
• Proficiency in English and Bahasa Malaysia.
• Relevant experience in Quality Assurance is highly desirable.
• Minimum 1–2 years in a team lead, supervisory, or mentoring role.
• Minimum 2 years experience in Contact Centre Operations or Backend Support.

What’s Next?

Once you apply online, our team will review your application. Due to high volume, only shortlisted candidates will be notified.