- Manages and oversees daily operations of the quality assurance team
- Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback
- Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations
- Develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards
- Identifies opportunities of improvement for quality assurance workflows, processes and procedures
- Prepares regular management and technical reports, and provides suggestions for improvement based on data analysis
- Performs competitor analysis and suggests areas of improvement on internal and/or external processes
- Oversee facilitation and effectiveness of customer service agent coaching methods and approaches
- Integrate customer feedback into the QA process to gain insights into customer perceptions and expectations
- Conduct regular training session to ensure QA analysts are meet expectations on quality standards and procedures
- Communicate QA goals, expectations and results to Operation teams and management
- Collaborate with relevant departments to implement process improvement based on QA findings
- Identify and recommend enhancement to customer service procedures and workflows
- Preferably Degree qualification and above
- 4-5 years of working experience in service quality/ call centre or equivalent
- Having supervisory experience is an added advantage
- Proficient in both Chinese Mandarin and English (both verbal and written)
- Proficient in Microsoft Office and Google Suite applications
- Able to work shifts (including weekends, public holidays, overnight)
- Strong in data analysis, presentations and project management
- Strong written and verbal communication skills to communicate clearly and effectively with internal and external stakeholders
- Able to work both independently and collaboratively in a team environment
- Keen attention to detail in completing tasks accurately and thoroughly
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Quality Assurance
Found in: Foundit MY A2 - 3 days ago
TikTok Malaysia, Kuala Lumpur Full timeResponsibilities · About TikTok · TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, ...
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Quality Assurance
Found in: Foundit MY A2 - 3 days ago
TikTok Malaysia, Kuala Lumpur Full timeResponsibilities · About TikTok · TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, ...
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Quality Assurance
Found in: Foundit MY A2 - 3 days ago
TikTok Malaysia, Kuala Lumpur Full timeResponsibilities · About TikTok · TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, ...
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Quality Assurance
Found in: Talent MY C2 - 2 days ago
TikTok Kuala Lumpur, MalaysiaAbout the team · Our mission is to build a world where people can safely discover, create and connect. The AI Data Service and Eco Operations (ADSEO) team is responsible for the operation of security model training, and iteration under TikTok and other international products, to ...
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Quality assurance
Found in: beBee S2 MY - 2 hours ago
Recruit Express Sdn Bhd Kuala Lumpur, Malaysia Full timeQuality Assurance & Regulatory Affairs Executive #MSL Description Job Scope · •Implement quality assurance policies and procedures to ensure compliance with applicable regulations and standards. · •Support all aspects of the Quality Management System including updating QMS manual ...
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Quality Assurance
Found in: Foundit MY A2 - 3 days ago
Shopee Malaysia, Kuala Lumpur Full timeJob Description: · Perform daily sampling tasks for audit purposes. · Monitor, report, data analysis, feedback problems & handle necessary escalation and weekly feedback on moderation quality · Track and monitor quality related metrics and initiate plans for corrective actions. · ...
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Quality Assurance Intern
Found in: Foundit MY A2 - 4 days ago
Shopee Malaysia, Kuala Lumpur Full timeJob Description: · Support Quality Assurance (QA) team by marking moderators actions in order to quality check on the moderation quality. · Feedback problems, escalate any challenges and weekly feedback on moderation quality. · Track and monitor quality related metrics and execut ...
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Quality Assurance Specialist
Found in: Talent MY C2 - 2 days ago
Snaphunt Kuala Lumpur, Malaysia Full timeThe Offer · Flexible working options · Opportunity to make a positive impact · Great work environment · The Job · Responsibilities: · Content Evaluation: Review and assess media content, including videos, audio, graphics, and other related assets, to ensure they meet quality stan ...
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Quality Assurance Analyst
Found in: Talent MY C2 - 2 days ago
OCBC Bank Kuala Lumpur, Malaysia Full timeQuality Assurance Analyst S6) Description Conduct review on transaction monitoring/name screening alerts closed by transaction surveillance/name screening team ensuring adherence to the various policy, procedures, and regulatory requirements in countries where OCBC operates. · ...
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Quality Assurance Analyst
Found in: Foundit MY A2 - 2 days ago
Brand International Malaysia, Kuala Lumpur Full timeQuality Assurance Analyst (QA) is responsible for assessing the quality of the performance of agents who deal with existing and potential hirers. The QA will monitor outbound calls and emails responses to assess communication technical accuracy, agent service performance, and con ...
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Quality Assurance Analyst
Found in: Talent MY C2 - 2 days ago
Hitachi Kuala Lumpur, MalaysiaResponsibilities · : To identify testable requirements, create test cases, and validate them against the application · To develop test plans, testability matrix and tractability matrixes · To design, review, execute, and maintain a set of test cases that is used to validate sof ...
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intern - quality assurance
Found in: Foundit MY A2 - 4 days ago
4FINGERS Crispy Chicken Malaysia, Kuala Lumpur Full timeUnder the overall guidance of the QA Manager, the QA Intern will be learning to provide day to day QA & Halal department support to the QA Manager. This will include, but not be limited to perform quality inspection, manage food handler courses, maintaining documentation procedur ...
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Specialist, Quality Assurance
Found in: Talent MY C2 - 2 days ago
Klook Travel Technology Sdn Bhd Kuala Lumpur, Malaysia Full timeAbout Klook · Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, ...
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Quality Assurance Analyst
Found in: Talent MY C2 - 2 days ago
Soft Space Sdn Bhd Kuala Lumpur, Malaysia Full timeProject Management Department · Full-Time Position · Responsibilities · - Implement quality into workplace with the influence of quality awareness · - Establish trusted partnership with development team to deliver great software and improve development process · - Perform explora ...
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executive, quality assurance
Found in: Talent MY C2 - 2 days ago
7-Eleven Malaysia Sdn Bhd Kuala Lumpur, MalaysiaRole · Duties & Responsibilities · QA Executive (QA Compliance and Auditor) · 1.Performing Quality & Food Safety Audit to operation in accordance with 7 Eleven (M) Sdn Bhd QA requirement complete with audit plan and full audit report. · 2.Follow up on corrective action of audit ...
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Associate Manager, Quality Assurance
Found in: Foundit MY A2 - 1 day ago
Klook Malaysia, Kuala Lumpur Full timeAbout Klook · We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences. · Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables mor ...
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Software Quality Assurance Engineer
Found in: Talent MY C2 - 2 days ago
Agensi Pekerjaan BTC Sdn Bhd Kuala Lumpur, MalaysiaOpen Position: Software Quality Assurance Engineer (Technology-based Company) · A well-established Technology-based Company is currently looking for Software Quality Assurance Engineer to join the team and be based in the Kuala Lumpur office. · Key responsibilities include: · Wo ...
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Software Quality Assurance Engineer
Found in: Talent MY C2 - 2 days ago
Agensi Pekerjaan BTC Sdn Bhd Kuala Lumpur, MalaysiaJob Description · Open Position: Software Quality Assurance Engineer (Technology-based Company) · A well-established Technology-based Company is currently looking for Software Quality Assurance Engineer to join the team and be based in the Kuala Lumpur office. · Key responsibili ...
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Assistant Quality Assurance Specialist
Found in: Foundit MY A2 - 1 day ago
ENG HING PLASTIC INDUSTRIES SDN BHD Malaysia, Kuala Lumpur Full timeJob Responsibility · Responsible to carry out inspection to in process products, which are delivered to the lab for testing. · To prepare Certificate Of Analysis (CO) upon requested by customer. · Identify the type of inspection to be carried out at the respective workstation and ...
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Contact Centre Quality Assurance
Found in: Foundit MY A2 - 1 day ago
Telecontinent Malaysia, Kuala Lumpur Full timeJob Responsibility · Effective listener with the ability to monitor large volume of calls, chat & emails on a daily basis ensuring service & accuracy · Drive action plans to improve detective rate and overall quality score of the team through analysis of improvement on fatal erro ...
Associate Manager, Quality Assurance - Kuala Lumpur, Malaysia - Klook Travel Technology Sdn Bhd
Description
About Klook
We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - P ush boundaries, A sk For and Give Feedback, T ake Ownership, and H elp Each Other.
We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?
What you'll do:
What you'll need: