Requirements:

Fresh graduate are encouraged to apply

Strong understanding of call center operations, customer service best practices, and multichannel support dynamics.

Experienced in quality assurance within a call center or customer service environment, with a focus on both voice and non-voice channels are added advantage.

University education or diploma, preferably in a related discipline

Excellent written and verbal communication skills in English & Mandarin (skill in written Chinese would add advantage) due to the nature of the market served.

Strong analytical, decision making and problem-solving skills, with attention to detail.

Adaptability, initiative & stress tolerance

Ability to provide constructive feedback and guidance to team members.

Proficiency in MS Office (PowerPoint and Excel) and call center software/tools.

Responsibility:

Monitor and evaluate voice and non-voice customer interactions to ensure quality standards.

Provide constructive feedback to agents and support performance improvement.

Collaborate with training teams to develop coaching materials and conduct skill-enhancement sessions.

Analyze customer feedback and interaction data to improve service quality.

Identify process gaps and recommend improvements for operational efficiency.

Ensure compliance with internal policies, legal requirements, and industry standards.

Prepare quality reports highlighting trends and areas for improvement.

Work closely with Operations and other departments to drive customer service excellence.

Remuneration package:

Basic: RM2,800 – RM3,500 (Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process)

Attendance allowance: RM100

KPI allowance: up to RM500

Annual salary increment & performance bonus

Medical & hospitalization covered

EPF, SOCSO and EIS covered

External training will be provided and potential career progression opportunities

Working hours:

10:00am - 7:00pm

Monday - Friday

Working hours are subject to change based on business and operational requirements.

Working location:

Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.

Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)