Customer Service QA Team Lead Mandarin (Hospitality)
Kuala Lumpur
Permanent
Full-time
6 days ago
Job Responsibility Lead and guide QA team to deliver accurate audits and feedback. Monitor and evaluate customer interactions for service quality and compliance. Coach and support agents to consistently meet luxury service standards. Work with operations and training teams to improve processes and performance. Provide reports and insights to management and client stakeholders. Job Requirements Diploma/Degree in Hospitality, Business, or a related field (preferred). Minimum 2 years of experience in Quality Assurance, ideally in BPO, hospitality, accommodation, or luxury services. Proven experience as a QA Team Lead. Background in customer service is highly preferred. Strong understanding of accommodation operations (reservations, cancellations, refunds, booking platforms). Excellent analytical, listening, and communication skills. Proficient in Mandarin and English (spoken and written). Flexible and willing to work in a 24/7 environment. Job Benefits Training Provided Allowance Provided EPF and SOCSO Annual Leave/Medical Leave 5 Working Days Show more Show less