Job Description

Responsibility

• Conduct quality assurance (QA) reviews on customer service interactions, including live chats, calls, and emails, to ensure compliance with company SOPs and service standards.
• Evaluate customer service performance based on established quality metrics such as accuracy, tone, professionalism, response time, script adherence, and problem resolution effectiveness.
• Monitor multilingual interactions (where applicable) to ensure consistency and communication standards are maintained across different markets.
• Ensure customer service agents adhere to internal policies, operational guidelines, and compliance requirements.
• Identify performance gaps, recurring issues, and training needs through regular QA monitoring and analysis.
• Provide structured, objective, and constructive feedback to Customer Service agents and Team Leads to drive continuous improvement.
• Prepare detailed QA reports, scorecards, and performance summaries for management review.
• Track and analyze QA data trends to identify areas for operational enhancement and customer experience improvement.
• Participate in calibration sessions to ensure scoring consistency, objectivity, and fairness across evaluations.
• Collaborate with Customer Service, Operations, and Training teams to refine scripts, workflows, and service standards.
• Assist in updating QA frameworks, evaluation forms, and SOP documentation when necessary.
• Support the implementation and utilization of QA tools, CRM systems, and conversation analytics platforms to improve monitoring efficiency.

Job Requirements

Requirements

Language Requirements

• Proficiency in English (spoken and written).
• Additional languages (e.g. Malay / Mandarin) are an advantage, especially for reviewing multilingual chats or calls.
• Basic Chinese dialects are an added advantage.

Education & Experience

• At least a Diploma or certificate in any field.
• Educational background in the following will be an advantage:
• Business
• Communications
• Customer Service
• Quality Management
• Or other related fields

Prior Experience

Experience in the following areas will be an advantage:

• Quality Assurance
• Customer Service monitoring
• Call Center operations
• Sales Support
• Compliance

Skills & Competencies

• Strong attention to detail with analytical thinking ability.
• Good written communication skills (especially for reporting purposes).
• Good understanding of:
• Customer service standards
• Sales call structures
• Script-based interactions
  (Training will be provided.)
• Ability to remain objective, consistent, and fair when evaluating performance.
• Comfortable working with:
• Live chat platforms
• Call recording systems
• CRM systems
• Spreadsheets (Excel / Google Sheets)
• Experience with QA tools or conversation analytics software is an advantage.
• Knowledge of AI (Artificial Intelligence) tools is an advantage.

Skills