WHY JOIN US?
- We practice a vibrant & energetic office culture.
- We provide opportunities for career advancement within the company.
- Good performance is always rewarded accordingly.
“
It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”
Job Responsibilities
Key Responsibilities
- Service Quality Monitoring & Assurance
- Conduct call monitoring and evaluate CSE performance for accuracy, professionalism, and compliance
- Review correspondence to ensure timeliness and correctness
- Perform “speed trap” monitoring for responsiveness
- Track service quality metrics and identify gaps
- Coaching & Staff Development
- Review recorded calls and identify improvement areas
- Conduct structured coaching and feedback sessions
- Support development of CSE competencies and performance improvement
- Issue Coaching Request Forms and follow up on action plans
- Compliance & Governance
- Ensure adherence to PDPA, PCI DSS, and internal policies
- Safeguard handling of sensitive customer information
- Highlight compliance gaps and recommend corrective actions
- Support audit activities and documentation readiness
- Reporting & Analysis
- Prepare daily, weekly, and monthly quality reports
- Analyse trends, performance gaps, and root causes
- Provide actionable insights and improvement recommendations
- Ensure accuracy and timeliness of reporting deliverables
- Continuous Improvement & Project Management
- Participate in and execute process improvement initiatives
- Support productivity and efficiency enhancement projects
- Review and update SOPs and operational documentation
- Drive continuous improvement aligned with business objectives
- Stakeholder Collaboration
- Work closely with CCC teams, ITD, and vendors to improve service delivery
- Support cross-functional initiatives related to quality and governance
Requirements
Education & Experience
- Diploma or Bachelor’s Degree in Business, Management, or related field
- Minimum 2–5 years’ experience in Call Centre / Service Assurance / Quality Assurance
- Prior experience in call quality monitoring and coaching preferred
Knowledge & Skills
- Strong understanding of Call Centre operations and service quality standards
- Knowledge of PDPA and PCI DSS compliance requirements
- Excellent analytical skills (trend analysis, root cause analysis)
- Strong communication and coaching abilities
- Good stakeholder management skills
Technical Skills
- Proficiency in Microsoft Excel, Word, and PowerPoint
- Experience with reporting tools and dashboards is an advantage
Language Skills
- Fluent in English and Bahasa Malaysia
- Additional languages (Mandarin, Cantonese, Hokkien, Tamil) are an advantage
Strong interpersonal and facilitation skills are essential to engage stakeholders and drive service excellence.
Requirements
The role encompasses key functions across
Service Assurance, Quality Assurance, Risk & Compliance, and Governance, with an added focus on
Customer Satisfaction (CSAT) validation and consumer interaction monitoring to ensure a high standard of service delivery.
Service Assurance & Quality Assurance
- Monitor and evaluate customer interactions (calls, emails, and other correspondence) to ensure adherence to service standards, accuracy, and timeliness
- Perform structured quality assessments to maintain consistency in service delivery across Customer Service Executives (CSEs)
- Validate Customer Satisfaction (CSAT) scores by cross-checking feedback against actual customer interactions to ensure accuracy, fairness, and integrity of results
- Identify service gaps impacting customer experience and recommend corrective actions
Customer Experience & Consumer Monitoring
- Conduct end-to-end monitoring of customer journeys to assess service effectiveness and identify pain points
- Analyse customer feedback, complaints, and escalation trends to derive insights into customer expectations and satisfaction drivers
- Perform CSAT deep-dive analysis, including correlation with quality scores, agent performance, and operational metrics
- Ensure consistency between customer feedback and internal quality evaluation standards
- Provide actionable recommendations to improve customer experience and increase overall CSAT performance
Coaching & Performance Improvement
- Translate QA findings and CSAT insights into targeted coaching interventions
- Support the development of Customer Service Executives through structured feedback, counselling, and follow-up
- Drive behavioural improvements aligned with customer-centric service delivery
Risk, Compliance & Governance
- Ensure strict adherence to PDPA, PCI DSS, and internal policies, especially when handling sensitive customer data
- Monitor compliance risks in customer interactions and escalate non-compliance issues
- Ensure governance controls are embedded within QA processes and reporting
- Support internal and external audits by maintaining proper documentation and evidence
Reporting, Analytics & Continuous Improvement
- Produce and validate reports on quality performance, CSAT trends, and consumer insights
- Conduct root cause analysis linking service quality, CSAT outcomes, and operational performance
- Drive continuous improvement initiatives focusing on:
- Customer experience enhancement
- Service quality improvement
- Operational efficiency
- Support management with data-driven insights for strategic decision-making
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Value Add of This Role
This position plays a critical role in
bridging quality assurance with customer experience, ensuring that:
- Internal QA scores are aligned with actual customer perception (CSAT)
- Customer feedback is effectively translated into measurable service improvement actions
- Governance and compliance are embedded without compromising customer experience
