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Urgent! Customer Service Quality Assurance (QA) Job Opening In Kuala Lumpur – Now Hiring LG Electronics

Customer Service Quality Assurance (QA)



Job description

Responsibilities and qualifications for the role:

Responsibilities

  • Monitor, evaluate, and audit customer service interactions across the platform to ensure compliance with company policies and meet quality standards for the subscription processes.

  • Review customer feedback and support to improve agents' NPS and KPI; propose improvement plan to enhance customer experience (CX).

  • Review scripts and workflows to identify challenges for customer service agents and propose improvements.

  • Review QA reports, highlight trends, issues, and performance gaps; propose improvement plans.

  • Support and review training materials and methods; assist coaching as needed.

Qualifications

  • Bachelor’s degree in Business Administration, Quality Management, or a related field (preferred).

  • Ability to conduct quality monitoring in English, Malay, and Chinese to ensure service standards across languages.

    Korean language is an added advantage.

  • Proven experience in quality assurance within a customer service environment, with at least 2 years in a leadership role.

  • Experience in training and mentoring teams.

  • Willingness to travel occasionally for training and support purposes.

  • Exceptional and strong communication and interpersonal skills.

  • Basic Microsoft Excel skills.

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Required Skill Profession

Management & Operations



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