Job Description Essential operational support in QA data collation, initial scoring preparation, training material updates, and post-training analysis. By offloading these tasks from senior staff, the team can focus on higher-value functions such as agent coaching, process optimization, and semi-automation system implementation, ensuring both compliance and service quality are maintained. Monitor and evaluate live chat and email interactions using QA scorecards and tools. Provide timely, constructive feedback to agents and recommend targeted coaching. Prepare QA reports, identify trends, and highlight improvement areas. Ensure compliance with policies, procedures, and regulatory guidelines. Support process improvements and assist in semi-automated QA implementation. Job Requirement Bachelor degree in any fields. Strong attention to detail, analytical skills, and communication abilities. Familiarity with QA tools, CRM systems, and MS Office. Show more Show less