Location: Malaysia (Remote)
Time: 9AM - 6PM VNT
About the Role
- We are seeking a detail-oriented and experienced Quality Assessor to join our dynamic team. The Quality Assessor plays a vital role in ensuring that all customer interactions handled by remote freelance agents meet the organisation's standards for service, accuracy, professionalism, and compliance. This position is responsible for evaluating call quality, identifying performance gaps, providing constructive feedback, and driving continuous improvement.
- The ideal candidate is a strong communicator, detail-oriented, selfmotivated, and capable of working both collaboratively and independently. They must be able to motivate and engage remote freelancers while upholding consistency, fairness, and high service standards.
Key Responsibilities
Quality Monitoring & Evaluation
- Conduct regular assessments of inbound and outbound customer calls handled by remote freelancers.
- Use quality scorecards and evaluation criteria to analyse communication skills, product knowledge, call handling procedures, compliance and adherence to scripts/systems.
- Identify strengths and areas for improvement across call interactions and agent behaviour.
- Ensure accurate documentation of evaluation results with actionable insights.
Quality Assessor
- Provide timely, constructive, and motivational feedback to remote freelance agents.
- Support agents in understanding performance gaps and developing improvement plans.
- Facilitate onetoone coaching sessions, virtual workshops, and refresher training where required.
- Encourage a strong culture of quality, accountability, and continuous learning.
Performance Analytics & Reporting
- Track quality metrics and trends to help identify systemic issues or training needs.
- Prepare weekly and monthly reports on quality performance, agent compliance, and improvement recommendations.
- Collaborate with team leads and operations management to refine processes and enhance service quality.
Stakeholder Collaboration
- Work closely with trainers, team leads, and operational managers to align quality standards with business goals.
- Participate in calibration sessions to ensure consistency across all quality assessors and evaluators.
- Contribute recommendations for improving scripts, workflows, and customer communication guidelines.
Compliance & Process Adherence
- Ensure freelance agents follow customer service standards, brand guidelines, and regulatory requirements (e.g., data protection, privacy policies).
- Flag any highrisk behaviours or compliance concerns promptly and recommend corrective actions.
Required Skills & Attributes
- More than 3 years experience in quality control/assurance within a customer service or community environment with a focus on quality assurance or team leadership.
- Fluent in Japanese
Core Competencies
- Strong Communication Skills: Able to articulate feedback clearly, respectfully, and persuasively in both written and verbal formats.
- Attention to Detail: Sharp listening skills with the ability to identify subtle issues in tone, accuracy, compliance, or customer experience.
- Analytical Thinking: Comfortable interpreting performance data and translating insights into practical recommendations.
- Coaching & Motivational Ability: Capable of inspiring remote freelancers to improve performance through positive reinforcement and guidance
Personal Attributes
- SelfMotivated & Independent: Works effectively without direct supervision and manages time across multiple tasks and deadlines.
- Team Player: Collaborates effectively with remote and onsite colleagues, maintaining open communication and strong relationships.
- Fairness & Objectivity: Maintains neutrality and consistency in assessments and decisionmaking.
- Empathy & Emotional Intelligence: Understands the challenges of remote freelance work and adapts coaching style accordingly.
- Adaptability: Thrives in fastpaced, evolving call centre environments with shifting priorities.
Technical Skills
- Proficiency in call monitoring tools, CRM systems, and quality assessment platforms.
- Comfortable working with spreadsheets and dashboards for reporting and analysis.
- Familiarity with call centre KPIs (AHT, FCR, CSAT, etc.) and how they influence quality standards.
Experience & Qualifications
- Prior experience in a call centre quality, coaching, or supervisory role strongly preferred.
- Experience working with remote or freelance agent models is an advantage.
- Background in customer service, quality assurance, contact centre operations, or similar discipline.
Success Criteria for the Role
- High level of accuracy and consistency in evaluations.
- Improved agent performance and engagement across quality indicators.
- Clear, reliable reporting that supports operational decisionmaking.
- Strengthened culture of excellence and customerfirst behaviour within the remote workforce
