Online Service and Quality Manager

Key Responsibilities


🔍 Quality System & Standards Development
Design and continuously improve online service quality standards, frameworks, and SOPs

Build and maintain a robust quality management system to ensure consistent service delivery

📊 Quality Monitoring & Issue Identification
Conduct quality audits, sampling, and multi-channel service evaluations

Identify gaps across processes, knowledge, systems, and service delivery

🚀 Quality Analysis & Continuous Improvement
Analyze service data to identify recurring issues, risks, and improvement opportunities

Perform root cause analysis and drive cross-functional action plans for resolution

⚠️ Risk Management & Service Assurance
Develop risk detection and early-warning mechanisms to prevent service failures

Lead PR self-inspection and quality review initiatives, ensuring timely issue closure

🤝 Cross-Functional Collaboration
Partner with operations, training, product, and system teams to drive service excellence

Provide insights and recommendations to enhance customer experience and operational efficiency



Job Requirements


Bachelor’s Degree in Business Administration, Customer Service, Quality Management, or related field

Strong understanding of customer service operations and quality management methodologies

Proven experience in service quality management, contact centers, or online service platforms

Strong data analysis and problem-solving skills with a structured, logical approach

Experience working with multi-channel service environments (live chat, hotline, tickets, social media)

Hands-on experience in quality system development, process optimization, or continuous improvement projects

Self-motivated, proactive, and adaptable in a fast-paced environment

Able to communicate in Chinese, English and Bahasa Melayu