Quality Assurance Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Lenovo Full time 40,000 - 60,000 per year
General Information

Req #

WD

Career area:

Quality/Process

Country/Region:

Malaysia

State:

Wilayah Persekutuan Kuala Lumpur

City:

Kuala Lumpur

Date:

Thursday, November 6, 2025

Working time:

Full-time

Additional Locations:

  • Malaysia
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Description and Requirements

Quality Assurance Specialist

The Position:

As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.

The Responsibilities of the Role:

  • Developing, maintaining, training and coaching the agents to enhance overall customer support.
  • Process review for improving the call flow efficiency and quality of call center agents (voice and e-services)
  • Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.
  • Suggest or provide process opportunities and enhancements based on collected pain point data trends.
  • Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors.
  • Provide investigation, root cause analysis and case chronology when needed.
  • Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.
  • Provide feedback to the TSM/CC manager for any opportunities on improvement.
  • Prepare and be part of R&R programs, arrangements and promotions

The Requirement for the Role:

  • Degree, Diploma or an equivalent professional qualification
  • A high degree of integrity and professionalism with leadership traits
  • Minimum 12 months in the current position with excellent disciplinary and performance track record
  • Dynamic, highly motivated and result oriented team player with good interpersonal skills
  • Ability to work in a challenging environment with good initiative and able to work independently
  • L2.0 Technical expertise is an advantage
  • Excellent command of spoken & written in English / Tagalog

Additional Locations:

  • Malaysia

  • Malaysia

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