Full Time Quality Assurance - Customer Service Jobs, Salary up to MYR 2,800 in Agensi Pekerjaan Asia Recruit WP Kuala Lumpur - Maukerja

2–4 years in QA / Customer Service auditing

Strong familiarity with L1 vs L2 scope boundaries

Experience auditing multi-channel interactions

High attention to detail and compliance awareness

Must be able to work flexible rotational shifts to support QA coverage across all operational hours

Perform QA audits on chat, call, and email interactions

Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution

Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority

Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)

Provide structured feedback and coaching inputs

Conduct QA calibration sessions with internal teams

Track error trends, escalation gaps, and compliance risks

Support training team with L1-specific improvement areas

May be required to audit night shift / peak period interactions