To strengthen Customer Happiness operational quality, onboarding readiness, SOP compliance, and knowledge governance across MYSG operations by hiring a dedicated Trainer & Quality Assurance (TQA) resource. This role is intended to improve service consistency, reduce repeated operational mistakes, support new joiner ramp-up, and ensure quality standards are maintained across live channels.

Position Responsibilities
1. Quality Assurance & Performance Monitoring
Conduct regular QA audits for live chat and email interactions based on the established QA framework and scoring standards.

2. Evaluate agent performance across key quality metrics including:

• Accuracy of Resolution
• SOP Compliance
• Communication Flow & Professionalism
• Customer Handling & Empathy
• Case Ownership
• CSAT Impact

• Conduct onboarding and refresher training sessions for new and existing Customer Happiness agents.
• Ensure agents understand SOPs, tools, workflows, escalation handling, and service expectations.
• Arrange and monitor buddy systems for new joiners during onboarding periods.
• Maintain and continuously improve training materials, SOP references, and operational learning content. Support knowledge-sharing initiatives to reduce repeated operational mistakes.

• Act as Subject Matter Expert (SME) for operational, product, process, and system-related updates impacting the CH team.
• Maintain internal knowledge bases, handbook/wiki spaces, announcements, and learning channels.
• Communicate operational updates clearly to ensure agent awareness and readiness.
• Work closely with Regional CH Assistant Manager and operational stakeholders to ensure knowledge accuracy and alignment.
  
  

• Candidate must possess at least Diploma / Bachelor’s Degree or equivalent. Background in Customer Service, Quality Assurance, Training, or Operations Support is preferred.
• Minimum 1–3 years of experience in Customer Service, Quality Assurance, Training, or Operational Support roles.
• Experience handling live chat and email support in a fast-paced environment.
• Experience in onboarding support, mentoring, coaching, or knowledge-sharing is an added advantage.
• Familiarity with KPI-driven environments including CSAT, QA scoring, FRT, and Resolution Time.
• Experience with internal systems, SOP governance, and operational escalation handling is preferred.
• Exposure to F&B, e-commerce, or high-volume customer operations environments is an added advantage.
• Strong written and verbal communication skills in English and Bahasa Malaysia.
• Strong analytical thinking and problem-solving capabilities.
• Good understanding of customer service quality standards and operational workflows.
• Familiarity with QA scoring frameworks and coaching methodologies.
• Strong organizational and documentation skills.
• Proficient in Microsoft Excel, PowerPoint, and operational tracking tools.
• Comfortable managing multiple priorities in a fast-paced operational environment.
• Familiarity with live chat systems and internal support platforms is preferred.
• Detail-oriented and highly observant.
• Strong sense of accountability and ownership.
• Assertive and confident in highlighting operational gaps and compliance concerns.
• Able to work independently with minimal supervision.
• Good team player with strong collaboration skills.
• Organized, structured, and capable of handling multiple priorities simultaneously.
• Calm under pressure and able to maintain professionalism during operational escalations.
• Mentally and physically fit to support operational demands.
• Positive attitude with strong willingness to learn and improve operational processes.