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Urgent! Quality Analyst (Customer Service) Job Opening In Kuala Lumpur – Now Hiring Shopee

Quality Analyst (Customer Service)



Job description

About The Team

Job Description

  • Monitor Chat Quality: Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.

  • Evaluate Agent Performance: Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.

  • Provide Constructive Feedback and Coaching Support: Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.

  • Analyze and Report Quality Metrics: Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.

  • Maintain and Enhance Quality Frameworks: Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.

  • Collaborate with Cross-Functional Teams: Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.

  • Drive Continuous Improvement and Customer Experience Enhancement: Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.

Requirements

  • Possess 1 - 2 years of contact centre experience, mainly in customer service.

  • Having excellent spoken and written skills in both English & Bahasa Malaysia.

    Mandarin speaker is a plus.

  • Business writing skill is mandatory.

  • Being able to work independently.

  • Ability to multi-task, prioritize and manage time effectively.

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Required Skill Profession

Management & Operations



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