Quality Assurance Analyst

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tycheverse Management Services Sdn Bhd 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).

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