J&T Express is committed to delivering top-notch customer experiences by ensuring the highest quality in our customer service operations. We are seeking an experienced Customer Service Quality Assurance Team Leader to oversee the quality assurance processes and drive continuous improvement in our customer interactions.

Key Responsibilities:

• Generate and analyze daily, weekly, and monthly reports to track team performance and identify improvement areas.
• Develop and implement customer service policies, workflows, and standard operating procedures.
• Conduct regular training sessions for the team to enhance skills and service delivery.
• Travel occasionally to provide on-site training and support for remote teams as needed.

Responsibilities:- 

• Supervise and lead the Customer Service QA team to ensure adherence to quality standards and KPIs.
• Monitor, evaluate, and audit customer service interactions (calls, emails, chat, etc.) for compliance with company policies and quality expectations.
• Provide constructive feedback to customer service agents and team leaders to improve performance.
• Develop and update QA scorecards, evaluation criteria, and reporting tools.
• Analyze QA data to identify trends, areas for improvement, and training needs.
• Create and implement quality improvement plans and initiatives to enhance customer satisfaction.
• Collaborate with the training team to design and deliver targeted coaching and skill-building sessions.
• Work closely with customer service managers and team leaders to ensure alignment on quality goals.
• Generate detailed quality assurance reports and present findings to senior management.
• Stay updated on industry best practices and incorporate them into the QA framework.

Requirements:

• Bachelor’s degree in Business Administration, Quality Management, or a related field (preferred).
• Proven experience in quality assurance within a customer service environment, with at least 2 years in a leadership role.
• Proficiency in data analysis ( Excel ) , reporting tools, and customer service software.
• Ability to create and implement effective processes and policies.
• Experience in training and mentoring teams.
• Willingness to travel occasionally for training and support purposes.
• Exceptional communication and interpersonal skills.
• A passion for delivering high-quality customer experiences and driving continuous improvement.

Interested candidate please email your resume to career@jtexpress.my

We regret only shortlisted candidate will be notified.