Executive - Service Quality Assurance (Customer Service Group)

1 day ago

Cheras Kuala Lumpur, Malaysia AEON Credit Service (M) Bhd Full time 80,000 - 150,000 per year

As the Executive – Service Quality Assurance, you will be responsible for identifying training needs, delivering effective training programs, and monitoring service calls to ensure high-quality customer interactions. Your role is essential in supporting service excellence and enhancing customer experience.

Key Responsibilities:

  • Collaborate with department or group heads to develop and update training plans
  • Conduct training for new and existing customer service staff
  • Monitor and evaluate call quality to ensure service consistency
  • Support the review and enhancement of service-related policies and procedures
  • Design, develop, and implement standardized training modules
  • Deliver engaging and impactful presentations to support staff development
  • Evaluate training effectiveness and report outcomes to management
  • Coordinate with external training providers when necessary
  • Assist in tracking departmental reports and statistical data for quality improvements
  • Support any training or quality-related projects as assigned

Job Requirements:

  • Bachelor's Degree or Diploma in Business, Communication, Training & Development, or any related field.
  • Minimum 1–2 years' experience in customer service, training, quality assurance, or contact centre operations.
  • Strong understanding of customer experience standards and service quality frameworks.
  • Hands-on experience in conducting training and developing training materials/modules.
  • Familiar with call monitoring techniques, call evaluation, and performance gap analysis.
  • Excellent communication and presentation skills in both English and Bahasa Melayu.
  • Strong analytical and problem-solving skills to assess training needs and evaluate service quality.
  • Proficient in Microsoft Office tools (PowerPoint, Excel, Word) for report preparation and training delivery.
  • Able to manage multiple tasks, meet deadlines, and work under pressure in a fast-paced environment.
  • A proactive team player with strong interpersonal skills and the ability to work collaboratively across departments.
  • Willing to continuously learn and improve in the areas of customer service and training effectiveness.

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