Quality Analyst, CBS - Service MY

Ensuring service excellence and adherence to quality standards is central to this role within the Customer Support/Operations domain at CIMB in Malaysia. As a Quality Analyst, you will play a pivotal part in maintaining the integrity and effectiveness of service delivery processes, directly contributing to enhanced customer satisfaction and operational efficiency. This position offers a dynamic opportunity to apply analytical skills within a leading financial services organization, focusing on continuous improvement and quality assurance.

About the Role

You will be responsible for systematically evaluating service interactions to ensure they meet established quality benchmarks and regulatory requirements. This involves analyzing call recordings, transcripts, and other service data to identify areas for improvement and ensure consistent application of company policies and procedures. Your work will directly support the drive towards a superior customer experience by pinpointing opportunities to refine processes and training.

Key Responsibilities

• Conduct thorough quality assurance checks on service calls to verify compliance with service level agreements (SLAs), company standards, and regulatory guidelines.
• Analyze service interactions to identify trends, root causes of issues, and opportunities for process enhancement to improve overall service quality and customer satisfaction.
• Provide constructive feedback to service agents and support teams, highlighting strengths and areas needing development to foster skill enhancement.
• Collaborate with operational and training teams to implement quality improvement initiatives and ensure effective knowledge transfer.
• Maintain accurate records of quality assessments and contribute to reporting on quality metrics and performance indicators.

Requirements

• Proven experience in a quality assurance, customer service, or operations role, preferably within a customer support environment.
• Strong analytical skills with the ability to interpret data, identify patterns, and draw meaningful conclusions from service interactions.
• Excellent attention to detail and a commitment to upholding high standards of quality and accuracy.
• Effective communication skills, both written and verbal, to articulate findings clearly and provide actionable feedback.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with quality management principles and tools is advantageous.