49 Evaluator Role jobs in Malaysia

Concentrix Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Join to apply for the Sr. Quality Evaluator role at Concentrix

Concentrix Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Sr. Quality Evaluator role at Concentrix

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
  
  

Job Title:

Sr. Quality Evaluator

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
  
  

Location:

MYS Kuala Lumpur - Menara Exchange 106, Level 6, Lingkaran TRX, Jalan Tun Razak

Language Requirements:

English (Required)

Time Type:

Full time2025-01-06

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

R1543571 Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Quality Assurance
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Concentrix by 2x

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Job Title:
Sr. Quality Evaluator
Job Description
The Sr Quality Evaluator (Mandarin Speaker) is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
+ Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
+ Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
+ Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
+ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
+ Contribute to maintaining forms and legends documents
+ Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Location:
MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40
Language Requirements:
Chinese (Required)
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Sr. Quality Evaluator
Job Description
The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
**Essential Functions/Core Responsibilities**
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
+ Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
+ Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
+ Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
+ Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
+ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
+ Complete phone time to keep current on programs (as applicable)
+ Contribute to maintaining forms and legends documents
+ Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
**Candidate Profile**
+ Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
+ Effective communication skills, both written and verbal
+ Proficient in Microsoft Office
+ Ability to multi-task and meet timelines on deliverable
+ Detail-oriented
**Career Framework Role**
Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.
**Disclaimer**
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
English (Required), Mandarin (Required)
Time Type:
Full time2025-05-29
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Sr. Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
+ Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
+ Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
+ Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
+ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
+ Contribute to maintaining forms and legends documents
+ Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Location:
MYS Kuala Lumpur - Menara Exchange 106, Level 6, Lingkaran TRX, Jalan Tun Razak
Language Requirements:
English (Required)
Time Type:
Full time2025-01-06
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Sr. Quality Evaluator
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
+ Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
+ Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
+ Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
+ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
+ Contribute to maintaining forms and legends documents
+ Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time2025-09-01
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Join to apply for the Sr. Quality Evaluator PMI role at Concentrix

3 days ago Be among the first 25 applicants

Join to apply for the Sr. Quality Evaluator PMI role at Concentrix

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. phone, email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Job Title:

Sr. Quality Evaluator PMI

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. phone, email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

• Analyse and improve the quality of interactions enabling compliance adherence, consumer’s and agent’s experience and productivity as derived from the use of the standardized Transaction Monitoring grid or automatically via a quality management tool (i.e CII), draw insights and translate them into actionable recommendations for the CSC Operations, i.e agent coaching, service quality improvement, process streamlining, operational efficiency and business effectiveness.
• Develop and propose to CSC Operations action plans based on the rootcause analysis, acting as a true enabler to CSC Operations and Training organization.
• Promote the continuous improvement culture within CSC as well as providing feedback to client for potential process improvements towards elevating consumer experience.
• Drive the feedback loop on agreed actions to CSC Operations and/or to the client.
  
  

Key accountabilities and decision ownership:

• Analyse insights generated from the Transaction monitoring process or the quality management platform (i.e daily, monthly, quarterly) interpreting data trends, performing rootcause analysis (RCA) and defining action plans based on findings.
• Act as an enabler to the CSC OPS in providing valuable insights, proposing and/or developing relevant actions in the OPS for quality, agent capabilities and/or business performance improvement.
• Contributes to the Training Effectiveness, supporting the Trainer with insights to the feedback loop process.
• Provide directions on training needs.
• Collaborate closely with SPV and/or support in coaching upon need.
• Contribute to the preparation of business review meetings (i.e MBRs), indicating correlations of quality with the business performance.
• Propose improvements of processes to client based on insights and CSC feedback.
• Promote the continuous improvement culture, driven by data and customer-centric insights across CSC, with the aim of delivering superior customer experience in every interaction.
• Provide visibility as to whether all operational processes and compliance are followed and keep up to date with all new procedures, products and services.
• Respect all applicable legal requirements.
• Follow and apply regulations on Data Privacy.
• Commit to results and targets set
  
  

Quality management platform (CII) (when available)

• Assess data accuracy regularly (e.g. transcription, sentiment tuning, use cases), collect deviations and report them back to the product owner for improvement, within the frame of continuous improvement.
• Propose new use cases and/or new visuals (dashboards) based on business needs
• Act as an SME for the CII to CSC OPS.
• Be an active member of the CII community.
  
  

Core competencies, knowledge and experience:

• Minimum Graduate studies or equivalent
• Excellent language skills (written and verbal communication)
• Fluency in English
• Experience of at least 12 months in the same or similar position, ideally with minimum 6 months of experience in the BPO industry
• Willingness to constantly update knowledge about company processes.
• Detail – oriented with analytical mindset and passion for extracting meaning from data
• Ability to correlate operational and business KPIs across CSC with Quality and draw meaningful conclusions
• Continuous improvement mindset
• Maintaining a strong relationship with Client, CSC Operations and Training teams
• Capacity to work in a multidisciplinary manner
• Ability to influence internal and external stakeholders.
  
  

Technical/professional qualifications:

• Excellent computer knowledge (ie MS Office, internet applications, etc)
• Comfortable working with reporting dashboards, quality KPIs, and generating data-driven insights.
• Hands-on experience with AI-based QA systems, Interaction Analytics, or Speech-to-Text technologies is considered a plus.
  
  

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

English (Required), Mandarin (Required)

Time Type:

Full time2025-10-31

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

R1639631

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Quality Assurance
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Concentrix by 2x

Get notified about new Senior Quality Auditor jobs in Greater Kuala Lumpur .

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Job Title:
Sr. Quality Evaluator PMI
Job Description
The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. phone, email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
**Essential Functions/Core Responsibilities**
+ Analyse and improve thequality of interactions enabling compliance adherence, consumer's and agent's experience and productivityas derivedfrom the use of the standardized Transaction Monitoring grid or automaticallyvia a quality management tool (i.e CII), draw insights and translate them into actionable recommendations for the CSC Operations, i.e agent coaching, service quality improvement,processstreamlining,operational efficiency and business effectiveness.
+ Develop and propose to CSC Operationsaction plans based on the rootcause analysis, acting as a true enabler to CSC Operations and Training organization.
+ Promotethe continuous improvement culture within CSC as well as providing feedback to client for potential process improvementstowards elevating consumer experience.
+ Drive the feedback loop on agreed actions to CSC Operations and/or to the client.
**Key accounta** **bilities and decision ownership:**
+ Analyse insights generated from the Transaction monitoring process or the quality management platform (i.edaily, monthly, quarterly) interpreting data trends, performing rootcause analysis (RCA) and defining action plans based on findings.
+ Act asan enabler to the CSC OPS in providingvaluable insights, proposing and/or developing relevant actions in the OPS for quality, agent capabilitiesand/or business performance improvement.
+ Contributes to the Training Effectiveness, supporting the Trainer with insightsto the feedback loop process.
+ Provide directions on training needs.
+ Collaborate closely with SPV and/or support in coaching upon need.
+ Contribute to the preparation of business review meetings (i.e MBRs), indicating correlations of quality with the business performance.
+ Propose improvements of processes to clientbased on insights and CSC feedback.
+ Promote the continuous improvement culture,driven by data and customer-centric insights across CSC, with the aim of delivering superior customer experience in every interaction.
+ Provide visibility as to whether all operational processes and compliance are followed and keep up to date with all new procedures, products and services.
+ Respect all applicable legal requirements.
+ Follow and apply regulations on Data Privacy.
+ Commit to results and targets set
**Quality management platform (** **CII** **)** **(when available)**
+ Assess data accuracy regularly (e.g. transcription, sentiment tuning, use cases), collect deviations and report them back to the product owner for improvement, within the frame of continuous improvement.
+ Propose new use cases and/or new visuals (dashboards) based on business needs
+ Act as an SME for the CII to CSC OPS.
+ Be an active member of the CII community.
**Core competencies,** **knowledge** **and experience:**
+ Minimum Graduate studies or equivalent
+ Excellent language skills (written and verbal communication)
+ Fluency in English
+ Experience of at least 12 months in the same or similar position, ideally with minimum 6 months of experience in the BPO industry
+ Willingness to constantly update knowledge about company processes.
+ Detail - oriented with analytical mindset and passion for extracting meaning from data
+ Ability to correlate operational and business KPIs across CSC with Quality and draw meaningful conclusions
+ Continuous improvement mindset
+ Maintaining a strong relationship with Client, CSC Operations and Training teams
+ Capacity to work in a multidisciplinary manner
+ Ability to influence internal and external stakeholders.
**Te** **chnical** **/** **professional qualifications:**
+ Excellent computer knowledge (ie MS Office, internet applications, etc)
+ Comfortable working with reporting dashboards, quality KPIs, and generating data-driven insights.
+ Hands-on experience with AI-based QA systems, Interaction Analytics, or Speech-to-Text technologies is considered a plus.
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
English (Required), Mandarin (Required)
Time Type:
Full time2025-10-31
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Job Title:
Sr Quality Evaluator - M1 Limited
Job Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
+ Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
+ Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
+ Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
+ Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
+ Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
+ Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
+ Contribute to maintaining forms and legends documents
+ Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Location:
MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40
Language Requirements:
Chinese (Required), English
Time Type:
Full time2025-11-01
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (

Turn your passion for luxury into a career opportunity! Explore the world of premium brands and make a lasting impact in fashion, beauty, jewelry, or automobiles. Join CXG, the global leader in customer experience, and work alongside iconic names like Louis Vuitton, Dolce & Gabbana, Bentley, Prada, Versace, and more!

About the Role:

As a luxury brand evaluator, you will step into the world of luxury to discreetly assess customer experiences, providing critical feedback that helps brands refine their services. Whether visiting boutiques, purchasing online, or returning a product, your voice shapes the future of luxury.

• Flexibility - each in-store visit takes approximately 20 minutes, giving you the flexibility to complete multiple assignments.
• Frequent opportunities - perform several missions per month and collaborate with some of the most prestigious brands worldwide.

Our Luxury Partners:

• Fashion & Couture: Louis Vuitton, Saint Laurent, Balenciaga, Versace, Prada, Moncler, Fendi, Bottega Veneta, Ferragamo, COS, Bally, Dolce & Gabbana
• Jewelry & Watches: Tiffany & Co., De Beers, Piaget, IWC, Boucheron, Pandora
• Beauty & Skincare : Guerlain, Sephora, L’Oréal, Givenchy
• Automotive : Bentley, Jaguar, Genesis, Maserati, Vespa

What you will be doing:

1. Choose your assignments - align your missions with your personal preferences and profile.
2. Visit luxury stores or evaluate online - engage with sales associates in the stores or online from the comfort of your home.
3. Observe carefully - check the ambiance, service quality, and overall customer experience.
4. Provide honest feedback - use our platform to share your observations through questionnaires.

About CXG

At CXG, we connect premium brands with over 80,000 evaluators across 70 countries. With 12 global offices and almost two decades of CX retail expertise, we’re committed to redefining the customer experience for luxury giants.

Join us and enjoy the flexibility of working on the go with our mobile platform, CXG Live . On this platform, you can seamlessly manage missions, certifications, and feedback.

• Must be 18 years of age or older.
• Current customer of premium and luxury brands.
• Not currently under contract with any retail brands, to ensure impartiality.
• Punctual, organized, detail-oriented, and reliable.
• Observant and passionate about customer experience.
• No prior experience is required; we value honest feedback from genuine customers.

• This is a freelance, project-based position
• Flexible working hours
• Compensation for Non-Purchase Evaluations: Earn a fee based on mission complexity.
• Compensation for Purchase-Based Evaluations: Reimbursement for approved items as stated in the mission brief.

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