Kerja Sepenuh Masa, Customer Quality Assurance Manager di JP Caliber Federal Territory - Maukerja

We're Hiring: Customer Quality Assurance Officer

Are you detail-oriented with a strong background in customer service, retention, or quality assurance? We are looking for an experienced Customer Quality Assurance Officer to assess the quality, accuracy, and compliance of customer interactions and protect customer trust.

In this role, you won't just passively score calls—you will operate with full accountability, driving operational improvement and preventing risk through clear, actionable feedback.

What You'll Do:

* Monitor and evaluate sales, customer service, and retention calls to ensure clarity, confidence, and compliance with high standards.

* Ensure correct handling of customer verification, product explanations, payment processing, and professional conduct.

* Identify any signs of mis-selling, misinformation, or non-compliance and escalate according to strict regulatory protocols.

* Provide clear, constructive feedback to teams to drive immediate behavioral correction and track recurring issues.

* Partner with team leaders to ensure operational risks are not repeated and support key performance metrics like First Call Resolution.

* Complete quality evaluations according to monthly targets while maintaining scoring consistency.

What We’re Looking For:

* Minimum 3 years of experience in quality assurance, customer service, or retention within insurance, financial services, or contact center operations (preferred).

* Minimum SPM or equivalent qualification.

* Prior experience reviewing or evaluating call quality or compliance is a strong advantage.

* Proficiency in call center systems (such as Nice CX One).

* Strong attention to detail, high accuracy standards, and integrity.

If you have a sharp eye for compliance and a passion for driving service excellence, let’s connect!

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