Job Description

General Information

Req #
WD00090662
Career area:
Quality/Process
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Thursday, November 6, 2025
Working time:
Full-time

Additional Locations

:
Malaysia

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).



This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Quality Assurance Specialist


The Position:

As QA Specialist, your role is to act as a quality assurance specialist ensuring that processes and customer communications are of high-quality standards. You will be accountable on monitoring and improving the overall customer experience while following the set standards and high level of customer service.


The Responsibilities of the Role:

Developing, maintaining, training and coaching the agents to enhance overall customer support. Process review for improving the call flow efficiency and quality of call center agents (voice and e-services) Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement. Suggest or provide process opportunities and enhancements based on collected pain point data trends. Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors. Provide investigation, root cause analysis and case chronology when needed. Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements. Provide feedback to the TSM/CC manager for any opportunities on improvement. Prepare and be part of R&R programs, arrangements and promotions
The Requirement for the Role:

Degree, Diploma or an equivalent professional qualification A high degree of integrity and professionalism with leadership traits Minimum 12 months in the current position with excellent disciplinary and performance track record Dynamic, highly motivated and result oriented team player with good interpersonal skills Ability to work in a challenging environment with good initiative and able to work independently L2.0 Technical expertise is an advantage Excellent command of spoken & written in English / Tagalog

Additional Locations

:
Malaysia

* Malaysia