Thai Market QA Specialist - Multichannel Role & Coaching

Brandt Business Services Sdn Bhd

Kuala Lumpur

On-site

MYR 42,000 - 65,000

Full time

5 days ago

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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.