Quality Assurance Analyst

8 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tycheverse Management Services Full time

Customer Service Quality Assurance Analyst

Employment Type:
Full-time, Permanent

Location:
Menara UOA Bangsar (next to Bank Rakyat - Bangsar LRT)

Start Date:
January 2026

About Tycheverse:

Welcome to Tycheverse, the vibrant hub where innovation meets customer-centric excellence Founded in 2023, we stand out with specialized offerings in market research, sales, lead generation, and digital marketing support.

Why Tycheverse?

Energetic Atmosphere:
Become a key player in a dynamic team driving market dominance and expansion endeavors

Multifaceted Opportunities:
Immerse yourself in a variety of roles, from data analysis to customer service and risk management

Innovation Playground:
Join a company fueled by technological insights and clever solutions, reshaping the gaming industry

Customer Service Quality Assurance Analyst

Join our dedicated team as a Customer Service Quality Assurance Analyst, where you will be instrumental in ensuring the highest standards of our non-voice customer support. You will monitor, evaluate, and provide actionable feedback on customer interactions, driving continuous improvement in our service delivery. As a QA Analyst, you'll play a pivotal role in refining customer experiences, upholding service guidelines, and contributing to overall customer satisfaction and loyalty through meticulous analysis and coaching.

Key Responsibilities:

  • Conduct thorough quality assessments of non-voice customer interactions (e.g., chat, email, tickets) to ensure adherence to company standards, policies, and service level agreements.
  • Identify trends, common issues, and areas for improvement in customer service processes and agent performance.
  • Provide constructive and actionable feedback to Customer Service Representatives and team leaders through structured coaching and calibration sessions.
  • Develop and update quality assurance guidelines, rubrics, and training materials based on performance insights and evolving service needs.
  • Prepare detailed quality performance reports and present findings to management, highlighting strengths, weaknesses, and recommendations.
  • Collaborate closely with training and operations teams to implement corrective actions and enhance agent skills.
  • Participate in the calibration of quality scores to ensure consistency and fairness across evaluators.
  • Contribute to the continuous improvement of customer service processes and tools.

Qualifications:

  • College degree preferred, with a strong passion for quality assurance and customer service excellence.
  • Proven experience in a Customer Service Quality Assurance role or as a Senior Customer Service Representative.
  • Exceptional analytical skills with the ability to identify patterns, root causes, and effective solutions.
  • Excellent written and verbal communication skills for effective feedback delivery and report generation.
  • Proficiency in using QA monitoring software and CRM systems.
  • Strong attention to detail and ability to maintain objectivity in evaluations.
  • Ability to work independently and collaboratively within a dynamic team environment.
  • Proficiency in English (additional language skills are a bonus).

  • Quality Assurance Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia TP Full time

    Overview:The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in Mandarin, Cantonese, and English. Based in Johor, the QA Analyst ensures that service standards are consistently met by reviewing agent performance, identifying improvement areas, and supporting coaching initiatives....

  • Quality Assurance Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Liberty Specialty Markets Full time 60,000 - 80,000 per year

    We are looking for a Quality Assurance Analyst to join our team to support initiatives for the business to meet established quality standards through regular quality review of processes. The role analyses trends for improvement opportunities and service efficiencies.Do you have experience in Quality Assurance, or have you previously worked in a Processing...

  • Quality Assurance

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zurich Insurance Full time

    Job SummaryLiaises with business stakeholders, end users, business analysts, project managers, and development teams to identify and document the required tests and test scenarios, ensuring that these cover all the business requirements. They perform, monitor, and report the test execution progress and the overall quality experience of the target test...

  • Intern, Quality Assurance

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AirAsia Full time 30,000 - 60,000 per year

    Job DescriptionSUMMARY:Intern, Quality Assurance, Santan Food Services Sdn Bhd, focusing on Halal certifications and Quality Assurance matters for Santan catering, cafeterias and inflight mealsWHAT YOU'LL CHAMPION:Halal Certification Application for Red Q CafeteriaObserve and provide reports to the importance of food safety in the supply chain, including...

  • Intern, Quality Assurance

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Santan Food Services Sdn. Bhd. Full time 30,000 - 60,000 per year

    Job DescriptionSUMMARY:Intern, Quality Assurance, Santan Food Services Sdn Bhd, focusing on Halal certifications and Quality Assurance matters for Santan catering, cafeterias and inflight mealsWHAT YOU'LL CHAMPION:Halal Certification Application for Red Q Cafeteria Observe and provide reports to the importance of food safety in the supply chain, including...

  • Quality Assurance Engineer

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia EMB LABS R&D Full time

    We are looking for a meticulous and detail-orientedQuality Assurance (QA) Engineerto join our team. In this role, you will be responsible for ensuring the quality of our software products through testing and defect identification. You will work closely with the development and product teams to design, execute, and maintain test plans, scripts, and processes...

  • Quality Assurance Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia winstons sdn bhd Full time $200,000 - $600,000 per year

    Job descriptionQuality Control / Quality Assurance Officer / Food TechnologistWe are a food manufacturer / halal ingredient co-packer company based in Kuala Lumpur.Job details:To oversee quality control and quality assurance within the companyTo participate in food safety standard team (HACCP/GMP, Halal, ISO 22000)To conduct quality control throughout supply...

  • Data Quality Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia iSoftStone Full time 60,000 - 120,000 per year

    Role Summary:The Data Quality Analyst ensures high precision and quality for training and evaluation data essential for cutting-edge Multimodal Large Language Models (MLLMs). You will perform critical assessment and validation across diverse data types, directly contributing to the advancement of our AI's performance and intelligence.Key...

  • Quality Assurance Executive

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia UNIMED SDN BHD Full time 30,000 - 60,000 per year

    Responsibilities & DescriptionQuality Assurance Assist the Assistant Manager - Warehouse in executing specific tasks to support daily operations and ensure compliance with SOP's. Produce and follow-up the QMS documentation (standardoperating procedures guidelines as per the requirement (GDP & GDPMD, GVP). Ensure all CAPA findings are followed-up and...

  • Quality Assurance Specialist

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AIA Malaysia Full time 30,000 - 60,000 per year

    Position Objective:As a Customer Contact Quality Assurance Specialist your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.Roles and Responsibilities:Maintain and develop...