Quality Assurance jobs in Malaysia

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.

About the Team

This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

About the Opportunity

The Quality Assurance Manager is responsible for ensuring the delivery of high-quality customer service and maintaining performance standards across all GBS functions. In this role, the successful candidate will develop and implement quality assurance processes, monitor and constant evaluate customer interactions, and provide feedback to GBS functions to improve agent performance and ultimately, drive customer satisfaction through exceptional customer service.

The successful candidate will work closely with department leaders and subject matter experts to identify gaps in operations, design quality monitoring programs in compliant with COPC standards, and create strategies for improvement to align with organizational short-term/long-term goals and strategy. At your core, you will thrive in a fast-paced, collaborative, result-driven environment and be able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done.

Requirements: What We Look For In You

• Develop and implement quality assurance strategies, policies, and procedures for the contact centre to ensure consistent and excellent customer service delivery.
• Design and implement quality monitoring programs to assess agent performance and adherence to service standards.
• Conduct regular evaluations of customer interactions (chat sessions, emails, social media, tickets) to assess agent performance, identify areas for improvement, and provide feedback and coaching.
• Analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
• Collaborate with operation leads and trainers to develop and deliver training programs to address performance gaps and improve agent skills.
• Establish key performance indicators (KPIs) and quality metrics to measure and track operation teams' performance, ensuring targets are met or exceeded.
• Conduct root cause analysis of quality issues and customer complaints to identify systemic problems and develop action plans for improvement.
• Collaborate with contact centre leadership to develop and implement quality improvement initiatives, standard operating procedures, and best practices.
• Ensure compliance with regulatory requirements and industry standards related to customer service and data privacy.
• Stay updated with industry trends, emerging technologies, and customer service best practices to continuously improve contact centre quality assurance processes.

Key Responsibilities: What You’ll be Doing

• Minimum 3 years experience in Quality Assurance management field with a proven track record of designing and implementing effective quality monitoring programs
• Strong leadership skills with the ability to manage a team of quality assurance analysts and drive change
• Strong knowledge of contact centre operations, customer service principles, and quality assurance methodologies.
• Familiarity with contact centre technologies, including customer relationship management (CRM) systems, call recording software, and quality monitoring tools.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong coaching and feedback skills, with the ability to provide constructive feedback and develop action plans for performance improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Knowledge of contact centre KPIs and performance metrics, and the ability to develop and track metrics to assess performance.
• Familiarity with regulatory requirements and compliance standards related to customer service, such as the General Data Protection Regulation (GDPR) and Customer Operations Performance Centre (COPC) standards
• Comfortable working in a fast-paced, dynamic environment with changing priorities.

Why Join Us?

• Competitive remuneration package (Basic Salary + Generous KPI bonus program + Annual Increment).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 2500 Benefits per annum (Training & Wellness)
• Yearly Bonus
• Hybrid work arrangements
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.