Kerja Sepenuh Masa Quality Assurance (Customer Service), Gaji tinggi MYR 5,300 di Elabram Systems Federal Territory - Maukerja

Employment Details:

• Work arrangement: Work in Office (Mercu2)
• Work hours: 5 day work week (weekend shift included)
• Shift: Flexible to work AM/PM/GY shifts
• Contract Duration: 12 months

Job Description:

• 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

Requirements:

• Minimum Diploma
• 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

Salary Package:

• Base Salary: RM 2,700
• Fixed Allowance: RM 100
• KPI Incentive: up to RM 2,550
• Annual Leaves: Prorated according to the number of months working (1 month = 1 day of AL)

Pay: RM2,800.00 - RM5,300.00 per month

Application Question(s):

• are you able to start immediately? (immediate starter needed)
• do you have at least 2 years experience QA/auditing customer service interactions? (email, chat & call - all 3 channels are compulsory)

Work Location: In person