Overview
Quality Assurance Specialist (Customer Service) Jobs in Federal Territory of Kuala Lumpur, Malaysia at Beyondsoft Malaysia
Title: Quality Assurance Specialist (Customer Service)
Company: Beyondsoft Malaysia
Location: Federal Territory of Kuala Lumpur, Malaysia
What’s Your Mission?
Quality Assurance
Develop and implement quality assurance standards and processes.
Monitor and evaluate CSM interactions with customers to ensure compliance with company standards.
Conduct regular audits and provide detailed feedback to CSMs.
Identify and analyze trends and patterns in customer interactions to pinpoint areas for improvement.
Collaborate with the Customer Success leadership to address quality issues and implement corrective actions.
Training and Development
Design and deliver comprehensive training programs for new and existing CSMs.
Develop training materials, including manuals, e-learning modules, and workshops.
Conduct regular training sessions to keep CSMs updated on best practices, new tools, and processes.
Evaluate the effectiveness of training programs through assessments and feedback from participants.
Provide ongoing coaching and support to CSMs to enhance their skills and performance.
Performance Management
Set performance benchmarks and develop metrics to measure the effectiveness of the Customer Success team.
Track and report on key performance indicators (KPIs) related to customer satisfaction and success.
Work with CSMs to develop individual development plans and career paths.
Provide regular performance feedback and conduct performance reviews.
Process Improvement
Identify opportunities to streamline and improve customer success processes.
Collaborate with cross-functional teams to implement process changes.
Stay updated with industry trends and best practices to ensure the Customer Success team remains competitive and efficient.
What You Bring?
Preferably Bachelor’s degree in Business, Communication, Education, or a related field.
Advanced degrees or certifications in quality assurance, training, or customer success are a plus.
Minimum of 1-2 years of experience in a quality assurance or training role, preferably within a customer success or customer service environment within a finance/payment industry.
Language proficiency in English and Chinese is required.
Excellent communication and presentation skills.
Strong analytical and problem-solving abilities.
Ability to work collaboratively and influence others.
Proficiency in using customer success and quality assurance tools and software.
Detail-oriented with strong organizational skills.
Ability to handle multiple projects and priorities simultaneously.
Customer service professionals with an interest in quality assurance are encouraged to apply.
