Customer Service Quality Assurance Specialist

2 days ago


Sungai Petani, Kedah, Malaysia SummitNext Technologies Sdn Bhd Full time
Overview of the Role

We are seeking a highly skilled Customer Service Quality Assurance Specialist to join our team at SummitNext Technologies Sdn. Bhd.

About the Position

The ideal candidate will possess excellent analytical skills, attention to detail, and strong problem-solving abilities. They will be responsible for monitoring customer interactions, identifying trends, and providing feedback to improve service quality.

Key Responsibilities:
  • Monitor and evaluate customer calls, chats, and emails to ensure compliance with company policies.
  • Develop and recommend process improvements to enhance customer satisfaction and performance.
  • Conduct regular audits of call logs and support interactions to identify areas for improvement.
  • Provide coaching and training to customer service agents based on performance evaluations.
Requirements:
  • Minimum Diploma in a relevant field (Business, Communications, etc.) or equivalent work experience.
  • Certification in Quality Assurance or a related field is an advantage.
  • Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
  • Familiarity with customer relationship management (CRM) systems and relevant software tools.
Benefits:
  • Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc.
  • EPF & Socso
  • Opportunities for promotion
  • Professional development

Salary: RM 4500 - 5500 per month



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