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We're growing across Southeast Asia — and we're searching for sharp minds, big thinkers and curious hearts ready to help us build what's next. learners, and big thinkers who want to create what's next.
If you're ready to make a real impact and grow with a future-ready team, your next chapter starts here.
Job Summary
The Quality Assurance Executive is responsible for monitoring, evaluating, and improving customer interactions handled by the Customer Engagement team across LiveChat, Telegram, and WhatsApp. This role ensures that executives deliver high-converting sales conversations, provide exceptional VIP support, maintain strict data privacy standards, and adhere to internal SOPs (including deposit approvals). The ideal candidate combines an eye for compliance with a strong understanding of sales psychology and customer journey optimization.
Responsibilities
Interaction Monitoring & Quality Auditing:
Conduct routine and ad-hoc audits of text-based interactions across LiveChat, Telegram, and WhatsApp.
Evaluate chat performance against standard quality rubrics, focusing on tone, response speed, issue resolution, rapport-building, and professional language.
Review high-value and VIP customer chats to ensure white-glove support standards and tailored engagement strategies are met.
Sales & Engagement Optimization:
Analyze chat logs to evaluate how effectively Customer Engagement Executives cross-sell, up-sell, and drive conversion.
Identify gaps in sales technique, objection handling, or rapport-building, providing actionable feedback to boost team conversion rates.
Monitor the customer journey touchpoints to ensure seamless transitions from initial inquiry to final action.
Performance Coaching & Feedback:
Deliver regular, constructive 1-on-1 feedback sessions and coaching to Customer Engagement Executives.
Partner with Team Leads and Trainers to highlight recurring skill gaps and design targeted training materials or refresher courses.
Participate in calibration sessions with management to align on quality scoring standards and KPI expectations.
Reporting & Continuous Improvement:
Track, analyze, and report individual and team quality scores, compliance rates, and recurring chat error trends on a weekly/monthly basis.
Identify operational bottlenecks, common customer friction points, or missing knowledge-base answers, recommending improvements to internal workflows and chat scripts.
Requirements:
1+ years of experience in Quality Assurance or Senior Customer Service/Sales roles, preferably within fast-paced, chat-based environments (LiveChat, WhatsApp, Telegram).
Excellent attention to detail with the ability to spot subtle conversational nuances, procedural errors, and systemic trends.
Exceptional written communication skills in English, Malay and Mandarin with strong coaching and diplomatic feedback capabilities.
Familiarity with sales KPIs such as conversion rate, call handling time, and customer engagement.
Experience using QA tools, CRM systems, and sales analytics software is a plus.
Proven experience in sales quality assurance, sales coaching, or telemarketing.
Strong understanding of sales techniques, objection handling, and customer psychology.
Excellent analytical skills to assess call quality and provide actionable feedback.
Review and assess telemarketing sales calls based on predefined quality standards.
Identify strengths, areas for improvement, and trends in sales conversations.
Ensure compliance with company policies, sales scripts, and regulatory requirements.
Conduct regular call calibration sessions with sales teams and management.
Don't miss out on this exciting opportunity! Apply now at .
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