Quality Assurance Executive

Qualifications:

• Bachelor’s Degree in Business, Communications, or related field.
• 2–4 years of experience in Quality Assurance or data/operations support, preferably in a BPO or customer service environment.
• Strong MS Excel and SharePoint skills (pivot tables, formulas, document management).
• Familiarity with QA scorecards, QA Framework and performance monitoring tools.
• Excellent attention to detail, data oriented, organization, and documentation accuracy.

Core Competencies:

• Data Oriented
• Analytical Thinking
• Quality Orientation & Accuracy
• Process & Data Management
• Collaboration & Communication
• Confidentiality & Integrity

Key Responsibilities:

• Track and review client NPS & QA evaluations to ensure accuracy, consistency, and adherence to defined quality frameworks.
• Consolidate and summarize NPS & QA results from various client sources for reporting and analysis.
• Highlight performance trends, discrepancies, and areas requiring follow-up.

• Improve, update, and refine NPS & QA scorecards in alignment with client and internal quality criteria.
• Support calibration of scoring metrics to maintain fairness and standardization.
• Ensure version control and documentation of all scorecard templates.

• Coordinate and document NPS & QA calibration sessions with clients and internal stakeholders.
• Maintain calibration logs, attendance records, and alignment summaries.
• Support the Ops Support Manager in analyzing calibration results and preparing reports.

• Organize and maintain NPS & QA files, scorecards, and reports on SharePoint.
• Ensure filing, version control, and easy retrieval of quality documents.
• Manage permissions and access requests for NPS & QA-related folders and tools.

• Prepare summary dashboards or trackers as required by the Ops Support Manager.
• Support ad-hoc NPS & QA escalations, complaints, data compilation, audit preparation, and process documentation.
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Medical Insurance
• 5 Working Days
• Competitive pay package and exclusive benefits.
• Breathe easy and feel inspired in our world-class, healthy workspace.
• Accelerate your expertise with guidance from senior mentors.
• Your health and future are covered: premium insurance and full security benefits.
• We provide dental and optical benefits because your well-being matters.
• A culture of celebration: regular team events and employee recognition.
• Grow with us: personalized learning plans to fast-track your career.
• Effortlessly connected: our office is a short walk from Bandar Utama MRT Station.
• Build your career at the forefront: join Korea's #1 BPO leader.