Quality Assurance Analyst (CS)

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).