Job Description

Agensi Pekerjaan JobScoper Hiring! Full Time QA TL (Hospitality Industry) in WP Kuala Lumpur, Earn up to MYR 8,300 - Ricebowl
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QA TL (Hospitality Industry)
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MYR6,000 - MYR8,300 Per Month
KL City,
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Posted a day ago o Closing 6 Nov 2025
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Requirements

• Need to experience in QA Team Leader.
• Bachelor's degree or equivalent experience.
• 2-3 years' experience in Quality Assurance in a BPO or contact center environment.
• Prior experience in hospitality, travel, or related industry is highly preferred.
• Proven leadership experience managing a QA team.
• Strong analytical and problem-solving skills, with ability to interpret data and trends.
• Excellent communication and presentation skills (verbal & written).
• Proficiency in QA tools, MS Office (Excel, PowerPoint), and reporting systems.
• Willing work in Rotational Shift.

Responsibilities

• Lead and manage a team of Quality Analysts to ensure consistent quality standards in customer interactions across the hospitality account.
• Monitor, evaluate, and audit calls, chats, and emails to ensure compliance with client and company policies.
• Provide coaching, feedback, and performance improvement plans for QAs and agents.
• Prepare and deliver quality reports, highlighting trends, root causes, and recommended actions.
• Partner with Operations, Training, and Client Services to address gaps in service delivery.
• Drive quality improvement initiatives that enhance customer satisfaction, accuracy, and efficiency.
• Ensure compliance with SLA, KPIs, and industry regulations.
• Foster a culture of continuous improvement within the QA team.

Benefits

• Provided training.
• EPF & SOSCO.
• 5 Working days.
• Near to LRT/Mrt station.
• Annual leave/Medical leave.

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Training Provided
• Allowance Provided

Skills
Quality Assurance Test Planning Team Leadership Hospitality Experience
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Skills Required