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Urgent! QA (Ecommerce Industry) Position in Iskandar Puteri - Confidential

QA (Ecommerce Industry)



Job description

Overview

Join to apply for the QA (Ecommerce Industry) role at Agensi Pekerjaan JobScoper Sdn.

Bhd.

This range is provided by Agensi Pekerjaan JobScoper Sdn.

Bhd..

Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Responsibilities

  • Monitor and evaluate customer interactions (calls, chats, and emails) to ensure compliance with quality standards, client expectations, and e-commerce policies.

  • Provide constructive feedback and coaching to agents to improve customer handling, product knowledge, and process adherence.

  • Conduct calibration sessions with operations and clients to maintain alignment on quality expectations.

  • Identify performance gaps, recurring issues, and root causes, and recommend corrective actions.

  • Assist in developing and updating quality evaluation forms, scripts, and process guidelines.

  • Prepare and present quality reports and insights to management, highlighting trends, risks, and opportunities for improvement.

  • Collaborate with Training and Operations teams to address knowledge gaps and support continuous improvement.

  • Ensure compliance with data security, e-commerce regulations, and BPO policies.

  • Support initiatives to enhance customer experience, accuracy, and operational efficiency.

Qualifications

  • Bachelor’s degree or equivalent work experience.

  • 1–2 years’ experience in Quality Assurance within a BPO or call center, preferably in the e-commerce industry.

  • Strong knowledge of e-commerce operations such as order processing, logistics, returns, refunds, and payment handling.

  • Excellent analytical and problem-solving skills, with attention to detail.

  • Strong communication skills (verbal & written) to deliver effective feedback and reporting.

  • Proficiency in MS Office (Excel, PowerPoint) and QA monitoring tools/CRM systems.

  • Ability to work independently, manage multiple tasks, and adapt in a fast-paced environment.

  • Customer-centric mindset with focus on process improvement and compliance.

Benefits

  • Provided training.

  • EPF/SOSCO.

  • Annual leave/Medical leave.

Seniority level

  • Associate

Employment type

  • Full-time

Job function

  • Customer Service
  • Industries
  • Human Resources Services

Referrals increase your chances of interviewing at Agensi Pekerjaan JobScoper Sdn.

Bhd.

by 2x

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Required Skill Profession

Management & Operations



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