Quality Assurance Specialist - Customer Service

Monitoring and Analysis: Evaluate, monitor, and compile data from calls (call metrics), and propose necessary measures to maintain service standards and quality.
Reporting & Strategy: Report on service performance and propose strategies for continuous improvement.
Training Involvement: Participate in and facilitate staff training and re- training sessions.
Service Quality Management: Ensure the quality of service within the Customer Service department, covering both the Contact Center Team and the Complaint Management Team.
Documentation & Development: Develop KPIs, targets, and training materials for skill development programs.
Other Duties: Perform other duties as required by the line manager.
Collaboration & Implementation: Coordinate with Team Leaders, Managers, and Staff to develop and implement quality improvement initiatives.

Ability to communicate effectively, analyze call recordings, identify issues in customer service delivery, and propose solutions.
Quickly adaptable and able to work under high pressure.
Minimum 2 years of experience in a similar Quality Assurance role at a company within the logistics, e- commerce, or similar industry, with a focus on Customer
Bachelor&039;s degree in relevant fields.
Strong training and coaching skills.
Proactive and flexible in problem- solving.
Service operations is an advantage.

Competitive salary package
Financial Wellbeing Benefit: Workplace Relocation, 13th Month Salary, PP Appreciate, Annual Leave Remain
Physical Wellbeing Benefit: General Insurance, Medical check- up, Accident Insurance, Healthcare Insurance
Emotional Wellbeing Benefit: Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer)
Work in a dynamic, professional, and energetic environment
Opportunities for in- depth training on customer service processes and quality standards (CS QA).
Contract Type: Six- Month Fixed- Term Contract

Cập nhật gần nhất lúc: 2025-11-20 11:45:03