QA Specialist - Customer Service

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.

As we continue our rapid expansion, we are on the lookout for passionate and driven individuals to join our team as QA Specialist, providing outstanding support to our renowned clients in the E-Commerce sector with outstanding service and professionalism.

Position

Quality Assurance Specialist (English & Malay, written & Verbal, On-site)

Key Responsibilities

• Monitor and evaluate customer interactions through calls, chats, and emails to ensure service quality standards are met.
• Identify trends, issues, and areas for improvement in customer service delivery.
• Develop and recommend process improvements to enhance customer satisfaction and performance.
• Conduct regular audits of call logs and support interactions to ensure compliance with company policies.
• Provide feedback, coaching, and training to customer service agents based on performance evaluations.
• Collaborate with team leads and supervisors to address training gaps and maintain consistent service quality.
• Assist in the development and implementation of customer service policies
• Prepare reports detailing quality assurance findings and recommend action plans for continuous improvement

Job Requirements

• Minimum Diploma in any relevant field (Business, Communications, etc.), or equivalent work experience.
• Certification in Quality Assurance or related field is an advantage
• Previous experience in a customer service or call centre environment, preferably in a quality assurance role.
• Strong understanding of quality assurance processes, customer service best practices, and performance metrics.
• Familiarity with customer relationship management (CRM) systems and relevant software tools.
• Attention to detail and excellent analytical skills to identify patterns and issues.
• Ability to work independently and as part of a team to meet deadlines and achieve goals.

Job Type

• Full time

• 5 days a week

Salary

• Basic: RM3,300 - RM 4,000

Benefits

• EPF & SOCSO
  
  

• Birthday Leave
  
  

• Maternity Leave
  
  

• Annual Leave
  
  

• Career advancement opportunities
  
  

• Professional development programs
  
  

Expected Start Date

• Immediately

Find Out More About Us

• Glassdoor: https://www.glassdoor.com/Reviews/SummitNext-Technologies-Reviews-E7227743.htm
  
  

• Instagram: https://www.instagram.com/summitnexttechnologies
  
  

• LinkedIn: https://www.linkedin.com/company/summitnext-technologies
  
  

Website:https://summitnext.my