Mandarin Customer Service QA Specialist
Agensi Pekerjaan JobScoper Sdn Bhd Kuala Lumpur Full-time
Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure adherence to quality standards and procedures.
- Develop, maintain, and update quality scoring guidelines and evaluation forms.
- Identify trends, gaps, and training opportunities through regular QA reviews.
- Provide timely and constructive feedback to customer service agents and team leads.
- Collaborate with training and operations teams to align quality expectations with performance goals.
- Prepare and present quality performance reports and insights to management.
- Assist in coaching initiatives to improve agent performance and customer satisfaction.
- Ensure compliance with company policies, regulatory requirements, and industry standards.
- Continuously seek ways to improve QA processes and customer service delivery.
- Proven experience in a customer service or QA role, preferably within a contact center environment.
- Strong understanding of customer service principles, procedures, and quality metrics.
- Excellent listening and analytical skills, with high attention to detail.
- Effective written and verbal communication skills for delivering feedback and writing reports.
- Familiarity with CRM tools, call recording systems, and QA platforms (e.g., Zendesk, Freshdesk, NICE, Playvox, etc.).
- Ability to work independently, manage time effectively, and meet deadlines.
- Proficient in Microsoft Excel, Google Sheets, or other data analysis tools.
- Diploma or Bachelor’s degree in Business, Communications, or a related field (preferred).
- Annual Leave
- Medical Leave
- Compassionate Leave
- Hospitalization Leave
- EPF/SOCSO/EIS
- PCB
- Plenty of career advancement opportunities
- Medical Insurance
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