Overview
Customer Support Quality Assurance Specialist Jobs in Greater Kuala Lumpur at Thoth AI
Title: Customer Support Quality Assurance Specialist
Company: Thoth AI
Location: Greater Kuala Lumpur
Job Title: Customer Support Quality Assurance Specialist (Mandarin Chinese Required) — For Global AI Platform
Location: Eco City, Kuala Lumpur, Malaysia (On-site)
Employment Type: Full-time
About the Role
We are building the founding global support team for a rapidly expanding, world-class AI platform. We are seeking a detail-oriented Customer Support QA to oversee service quality across a multilingual customer-support operation.
This is a project-level QA role, not a Mandarin-only QA position. Most quality evaluations, documentation, reporting, and cross-functional communication will be conducted in English.
You will work closely with Customer Support Specialists, Team Leads, Training, and Operations to ensure high standards of service quality, accuracy, compliance, and customer experience across multiple languages and support channels.
Key Responsibilities
- Conduct regular quality audits of customer-support interactions across multiple languages and channels, including live chat, email, and tickets.
- Evaluate interactions against established QA scorecards, SOPs, communication standards, escalation protocols, and data-compliance requirements.
- Review English-language interactions directly and assess Chinese-language interactions accurately; coordinate with relevant stakeholders for quality assessment in other language markets when needed.
- Deliver clear, fair, and actionable feedback to Customer Support Specialists and Team Leads.
- Lead or support QA calibration sessions to ensure scoring consistency across evaluators, teams, and markets.
- Identify recurring quality gaps, customer pain points, policy-compliance risks, knowledge-base gaps, and process-improvement opportunities.
- Prepare and present regular QA reports, trend analyses, and improvement recommendations.
- Track key service and quality metrics, including QA scores, First Response Time (FRT), resolution quality, escalation accuracy, and Customer Satisfaction (CSAT).
- Partner with Operations and Training teams to develop coaching plans and monitor improvement progress.
- Ensure all evaluations and processes comply with internal information-security and international data-privacy requirements.
Requirements
- Fluent English is mandatory — this role requires strong written and spoken English for QA evaluations, reporting, calibration, and internal communication.
- Mandarin Chinese proficiency is mandatory — native or near-native written proficiency is required to assess Chinese-language customer interactions and identify language-, tone-, and context-related quality issues.
- At least 1–2 years of experience in Customer Support Quality Assurance, Quality Control, BPO operations, Customer Experience, or a related role.
- Experience auditing chat-, email-, and ticket-based customer-support interactions is strongly preferred.
- Experience working in a multilingual customer-support environment is a strong advantage.
- Strong analytical skills, attention to detail, and the ability to turn quality findings into practical improvement actions.
- Able to deliver constructive feedback with professionalism and sound judgment.
- Comfortable using CRM, ticketing, QA, reporting, or spreadsheet tools.
- Willingness to work on-site in Eco City, Kuala Lumpur, and support shift-based operations when required.
What We Offer
- The opportunity to support a cutting-edge, globally recognized AI platform.
- A key quality role within a growing, multilingual global support operation.
- Comprehensive onboarding, clear SOPs, and close collaboration with Operations and Training teams.
- A dynamic, professional office environment in Eco City, Kuala Lumpur.
- A highly competitive compensation package commensurate with proven experience.
