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MoNeed

Customer Service QA Supervisor - ShopeePay/Monee

MoNeed
Malaysia, Kuala Lumpur
5-7 Years
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Job Description

Job Description

  • Quality Governance & Oversight
    • Lead the execution of the Customer Service Quality Assurance Framework, ensuring consistency, fairness, and adherence to approved quality standards.
    • Oversee quality monitoring activities, calibration exercises, appeals and quality governance processes.
    • Ensure quality assessments are conducted accurately, objectively and supported by sufficient evidence.
    • Maintain the integrity of QA methodologies, scorecards, sampling approaches, and review standards.
  • Team Leadership & Capability Development
    • Lead, coach, and develop the QA team to achieve quality, productivity, and professional development objectives.
    • Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
    • Drive a culture of accountability, critical thinking, and continuous improvement within the QA function.
    • Ensure consistent interpretation and application of quality standards across the team.
  • Quality Insights, Reporting & Risk Management
    • Analyze quality findings, customer pain points, operational risks, and emerging trends to identify improvement opportunities.
    • Prepare and present quality performance reports, root cause analyses, and actionable recommendations to management.
    • Monitor quality-related risks, compliance concerns, and recurring service failures, escalating material findings where necessary.
    • Support internal audits, regulatory reviews, and management reporting requirements.
  • Continuous Improvement & Operational Excellence
    • Drive quality improvement initiatives aimed at enhancing customer experience, service consistency, operational effectiveness, and compliance outcomes.
    • Identify process gaps, knowledge deficiencies, policy ambiguities, and control weaknesses impacting service quality.
    • Partner with Operations, Training, Knowledge Management, Product, Compliance and other stakeholders to implement sustainable improvements.
    • Track and measure the effectiveness of corrective actions and quality improvement initiatives.
  • Quality Enablement & Stakeholder Management
    • Act as a trusted advisor to operational leaders on quality-related matters and performance improvement opportunities.
    • Provide quality-driven recommendations to support coaching strategies, knowledge improvements, process enhancements, and customer experience initiatives.
    • Facilitate stakeholder discussions, calibration sessions, and forums to ensure alignment on quality expectations and standards.
    • Support the implementation of quality-related systems, tools, and automation initiatives where applicable.
  • Other Responsibilities
    • Support departmental projects, strategic initiatives, and transformation programs as assigned.
    • Perform any other duties reasonably assigned by management to support business and operational objectives.
Requirements

  • Bachelor's Degree in Business Administration, Customer Experience, Quality Management, Operations Management, or a related field. Relevant equivalent experience may be considered.
  • Minimum 5 years of experience in Quality Assurance, Customer Service Operations, Complaints Management, Operational Excellence, Process Improvement, or a related function, with at least 2 years in a supervisory or people leadership role.
  • Strong understanding of Quality Assurance frameworks, governance principles, quality calibration, coaching methodologies, and performance management practices.
  • Demonstrated ability to analyze operational data, identify trends, conduct root cause analysis, and develop actionable improvement plans.
  • Strong stakeholder management skills with the ability to collaborate effectively across Operations, Training, Compliance, Product and Management teams.
  • Excellent communication, presentation, and report-writing skills, with the ability to translate quality findings into meaningful business insights.
  • Proven experience leading quality improvement, customer experience, operational excellence, or process optimization initiatives.
  • Strong problem-solving, decision-making, and critical-thinking capabilities.
  • Experience in regulated industries such as Financial Services, Fintech, Banking, Insurance, or E-Commerce is preferred.
  • Experience with quality monitoring systems, customer service platforms, reporting tools, and data visualization tools is an advantage.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Quality Assurance
Employment Type:
Full time

About Company

MoNeed

Job ID: 149612323

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Last Updated: 23-06-2026 06:23:00 AM
Homejobs in MalaysiaCustomer Service QA Supervisor - ShopeePay/Monee

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Skills:

Reporting Tools, Coaching methodologies, Root Cause Analysis, Customer service platforms, Data visualization tools, Quality Assurance frameworks, Quality monitoring systems, Performance management practices, Quality calibration, Governance principles, Stakeholder Management