786 Service Quality jobs in Malaysia

Job description Assist in managing the service quality program to ensure consistent and high-quality service delivery. Collaborate with regional operational leadership to drive change within their organization and vendor contractors delivering service to Experian's end-users. Review support tickets for quality assurance and provide feedback for improvement. Identify and implement process and quality improvement plans. Develop and promote innovative strategies to maintain a focus on service quality by those delivering the service to our end-users. Report on program success and metrics to senior leadership and other interested stakeholders. Drive accountability for adherence to quality standards among cross-functional teams by developing and sharing a service quality scoring system that is transparent to all. Contribute to performance management discussions and inquiries. Respond to escalations by researching in ServiceNow, determining what quality improvements can be made, and documenting them for implementation. Foster effective communication and collaboration across and among all support teams.

About Experian Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Experience and Skills Qualifications Bachelor's degree in Business Administration, Information Technology, or a related field. Proven experience in service quality management, preferably within a digital workplace or IT support environment. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication and interpersonal skills. Ability to drive change and influence others without direct authority. Experience with performance management and employee development.

Additional Information Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering. the list goes on. Experian's people first approach is award-winning; World's Best Workplaces 2024 (Fortune Top 25), Great Place To Work in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Experian Careers - Creating a better tomorrow together

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JOB SUMMARY: 

• To drive training and service quality excellence across our East Asia operations (Thailand, Malaysia, Singapore, Hong Kong, Japan). 
• You'll lead a team of 8-10 professionals, ensuring the Call Center and Claims Management teams deliver exceptional service and continuously improve.
• This role blends strategic oversight with hands-on execution  from conducting training and audits to coaching teams and driving performance improvements.

JOB  RESPONSIBILITIES:

Team Leadership & Collaboration

• Lead, coach, and inspire a team of training and quality professionals.
• Partner with operations, customer experience, business excellence and compliance teams.
• Deliver training on service excellence and quality standards.

Quality Performance Monitoring & Reporting

• Conduct call audits and service quality assessments.
• Track Quality KPIs, identify trends, and report insights to senior management & Workforce Manager
• Drive continuous improvement in closed collaboration with team leads/operations managers

Quality Assurance

• Develop and enforce QA policies and procedures.
• Contribute to root cause analysis and identification of corrective actions, alongside CX team & Operations managers
• Ensure compliance with internal and external standards

Training & Development

• Design and deliver onboarding and ongoing training programs.
• Facilitate role-plays, coaching, and mentorship initiatives.
• Maintain training records and evaluate effectiveness.
• In conjunction with business lead and HR, drive training gap analysis and requirement to ensure effectiveness and quality services delivered for all lines of business.

Clients & Internal Calibration

• Support client audits and calibration sessions.
• Ensure consistent evaluation standards across teams.

JOB REQUIREMENTS & QUALIFICATIONS:

Qualifications and Experience

• Degree in Education, HR, or a related field.
• 5+ years in customer service, contact center operations, or training.
• Previous experience in the assistance / insurance industry is a plus

Knowledge, Skills and Competencies

• Proven team leadership and coaching skills.
• Strong knowledge of customer service best practices.
• Ability to work independently or under minimum supervisory
• Ability to work and engage with senior stakeholders, provide / drive constructive meetings
• Ability to work well under pressure, and escalate positively with potential solutions, when required
• Excellent communication, interpersonal, and analytical skills.
• Hands-on experience with QA tools and metrics.
• Proficient in Microsoft Office; multilingual skills (Mandarin/Cantonese/Japanese) are a bonus.
• Fluent English is a must

Job Summary:
We are seeking a detail-oriented and analytical Cost Engineer to join our dynamic team. The Cost Engineer will be responsible for identifying and implementing cost-saving initiatives without compromising product quality and performance. This role involves working closely with cross-functional teams to analyze manufacturing processes, materials, and product designs to reduce costs and improve efficiency.

Key Responsibilities:
• Cost Reduction Initiatives: Identify opportunities for cost reduction through analysis of production processes, materials, and product designs.
• Process Improvement: Develop and implement process improvements to enhance efficiency, reduce waste, and lower production costs.
• Product Design Optimization: Work with the design and engineering teams to recommend changes in product designs that can achieve cost savings.
• Supplier Management: Collaborate with the procurement team to identify cost-effective suppliers and negotiate better terms and prices for materials and components.
• Value Engineering: Conduct value engineering analyses to ensure that products are manufactured at the lowest possible cost while maintaining quality and functionality.
• Data Analysis: Utilize data-driven approaches to evaluate cost performance and track the effectiveness of cost-saving initiatives.
• Benchmarking: Perform benchmarking studies to compare costs with industry standards and identify best practices.
• Reporting: Prepare detailed reports and presentations on cost-saving initiatives, their impact, and progress toward cost reduction goals.
• Cross-Functional Collaboration: Work closely with other departments such as R&D, Quality, Production, and Finance to ensure alignment and support for cost reduction strategies.
• Compliance and Standards: Ensure that all cost reduction activities comply with company policies, industry standards, and regulatory requirements.

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Process Improvement Executive - Vehicle Maintenance Process Improvement Executive - Vehicle Maintenance

1 day ago Be among the first 25 applicants

• Enhance internal workflows by implementing process automation to improve efficiency and productivity.
• Develop and oversee scheduled maintenance plans for SPX vehicles to ensure optimal performance and longevity.
• Monitor vehicle health and implement proactive measures to minimize downtime.
• Conduct cost projections for Fleet Maintenance, covering maintenance expenses, insurance, and other related costs.
• Implement strategic improvement plans to optimize processes and reduce monthly maintenance expenses.
• Coordinate and oversee ad hoc tender projects to enhance cost efficiency and improve service quality within fleet operations.

Requirements

• Minimum a Bachelor’s Degree in a relevant field is recommended.
• Strong understanding of operational processes and strategies to enhance efficiency.
• Experience in data analysis, cost-saving initiatives, budgeting, audits, data management, process improvements, and operations planning is a plus.
• Detail-oriented with the ability to thrive in a fast-paced environment.
• Strong problem-solving skills with the ability to manage complex challenges, provide solutions, and work effectively across cross-functional teams in a dynamic setting.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other and Project Management
• Industries Internet Marketplace Platforms, Technology, Information and Internet, and Transportation, Logistics, Supply Chain and Storage

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Petaling Jaya, Selangor, Malaysia 2 days ago

Senior Executive, Business Performance Management

Bukit Raja, Selangor, Malaysia 2 days ago

Process Executive -Customer support-Mandarin Senior Manager - Supply Chain Management

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Payment Customer Support Executive (Fresh grads are welcomed)

Federal Territory of Kuala Lumpur, Malaysia 6 minutes ago

Executive - Land Transport, TMS Implementation Process Executive (Content Review Associate) - Japanese Speaker Senior Process Executive - Vietnamese Speaker Fresh Graduates - Business Development ( (IT Infra, Data Center))

Shah Alam, Selangor, Malaysia 53 minutes ago

Customer Success Executive - Personal Loans (Singapore Market)

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

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Relationship Manager, Group Corporate Banking

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 9 months ago

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Job Overview

We are looking for a driven and resourceful Senior Executive to join our After Sales team . In this role, you will focus on improving service processes, supporting dealers, and enhancing customer satisfaction . You will also work closely with dealers and internal teams to ensure high service standards, smooth operations, and continuous improvement.

Key Responsibilities

• Improve after sales processes to enhance customer satisfaction.
• Support dealers to increase productivity and service quality.
• Introduce tools and ideas that simplify dealers’ daily operations.
• Maintain and enhance Service Standard Operating Procedures (SOPs).
• Research competitor practices and apply relevant improvements.
• Plan and implement improvement activities (e.g., KAIZEN initiatives).
• Provide training and guidance to dealer service managers and owners.
• Coach team members to achieve performance goals.
• Oversee projects and ensure they are completed on time.

Requirements

• Diploma or Degree in Engineering, Business, Marketing, or a related field.
• Experience in automotive after sales or service operations is preferred.
• Minimum 3 years of experience in a business analyst or process improvement–related role.
• Good skills in Microsoft Office (Excel, Word, PowerPoint).
• Strong problem-solving, communication, and teamwork skills.
• Self-motivated and able to work independently.

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Performance Management & Reporting

• Design and implement KPIs that align with evolving business needs.
• Act as a subject matter expert to internal managers, providing data-driven insights.
• Analyze and distribute performance reports via Power BI, Excel, Power Query, and SharePoint.
• Interpret datasets to highlight trends, risks, and opportunities.
• Ensure accuracy and consistency across reporting sources.
• Build dashboards and data models to support decision-making.
• Prepare monthly, quarterly, and annual presentations and reports.

Process & Continuous Improvement

• Lead Lean Six Sigma projects to improve efficiency and quality.
• Facilitate workshops to build a continuous improvement mindset across teams.
• Recommend and implement process automation and enhancements.
• Conduct process mapping and propose strategic improvements.

Service Management

• Ensure service delivery meets SLA/KPIs.
• Support BCP initiatives and issue resolution.
• Use performance data to track project status and highlight root causes.

The Successful Applicant

• Bachelor's degree from an accredited college or university
• Strong background in process standardization, KPI setting, and performance analysis
• Solid understanding of BPO/GBS metrics, reporting, and industry best practices
• Extensive experience with Lean Six Sigma methodologies
• Proven ability to collaborate effectively with cross-functional and regional teams
• High proficiency in Power BI, Microsoft Excel, PowerPoint, and case management tools
• Excellent written and verbal communication skills
• Strong presentation skills with both technical and business acumen
• Experience working with key business units such as:
  • Finance (Accounts Payable/Receivable)
  • Human Resources (Onboarding, Payroll, Master Data)
  • Business Operations
• Comfortable handling manual data processes in environments with limited system support

What's on Offer

• Drive Strategic Impact through Data & Improvement Initiatives
• Be at the Heart of Cross-Functional Collaboration Across Business Functions

ContactElaine CheahQuote job refJN-052025-6750525Phone number+60 3 2302 4000 #J-18808-Ljbffr

Job Description:

Newcomer Onboarding

The Training and Process Improvement Officer has the key responsibility to onboard all ROO newcomers and ensure they have all the required tools and training to perform their expected task. Trainer’s responsibility includes but is not limited to scheduling and conducting all the training phases for the newcomer including the examination for the new officer to qualify as RO Solver.

Competency Management

The trainer also identifies what are the current team members gaps, proposes and provides refresher training or coordinates with external stakeholders to provide training for team upscaling.

User guide and Process Improvement

Under Process Improvement, they are to coordinate with WHS & ACD Managers, Team Leaders and also other FHS stakeholders (MFT) to ensure that processes are adhered to as per current RO User Guide and work jointly on improvement plans where gaps are identified. The Process Improvement team is then responsible to ensure the deployment of new processes, rules and regulations.

Component Issue Management (CIM)

Other responsibilities of Training and Process Improvement Officer are , but not limited to, being a member of the FHS Component Issue Management (CIM) Forum for ROO related topics and also the monitoring of ROO subcontractor performance.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Customer Services Sdn Bhd

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Improvement & Performance Management

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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Our Purpose
TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Opportunity Overview
The Quality & Process Improvement Engineer is a hybrid role designed to manage the organization's Quality Management System (QMS) while also guide process improvement and digital transformation initiatives. This position will be responsible for ensuring compliance with industry standards, driving continuous improvement projects, and utilizing information technology to optimize business processes. The ideal candidate is a versatile professional who excels in quality management, process engineering, and the use of technology to enhance operational efficiency.
+ Quality Management:
+ Oversee the Quality Management System (QMS), ensuring compliance with relevant standards (e.g., ISO 9001) and regulatory requirements.
+ Conduct internal audits, manage corrective actions, and ensure continuous improvement of quality processes.
+ Develop, implement, and monitor quality policies, procedures, and metrics across the organization.
+ Responsible for root cause and problem-solving activities to address quality issues and customer complaints.
+ Process Improvement & Design:
+ Collaborate with cross-functional teams to identify, prioritize, and implement process improvement initiatives.
+ Facilitate workshops and training sessions to promote a culture of continuous improvement.
+ Design and document efficient business processes, ensuring they align with company objectives and industry's best practices.
+ Develop tools and frameworks for process standardization and optimization.
+ Digital Transformation & IT Integration:
+ Utilize information technology tools to support data examination, process automation, and workflow optimization.
+ To partner with IT and operational teams to design digital solutions that enhance process efficiency and user experience.
+ Leverage data to identify trends, measure process performance, and drive informed decision-making.
+ Stay updated on emerging technologies and industry trends to recommend and implement innovative solutions.
+ Leadership & Collaboration:
+ Serve as a change agent, fostering a culture of quality and continuous improvement across the organization.
+ Responsible for cross-functional project teams to execute complex process improvement initiatives.
+ Provide mentorship and guidance to team members on quality management and process improvement methodologies.
All About You
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you're ready to join us in this mission, take a closer look at the minimum criteria for the position.
+ Bachelor's degree in engineering, Business Administration, Information Systems, or a related field.
+ 5+ years of experience in Manufacturing environment, Business Process Engineering, Quality Management or a similar role.
+ Strong knowledge of quality standards (e.g., ISO 9001), process improvement methodologies (e.g., Lean, Six Sigma), and project management.
+ Experience in process design, mapping, and optimization using software tools (e.g., Visio, BPM tools).
+ Proficiency in data analysis and familiarity with IT tools such as ERP systems, data visualization software (e.g., Power BI, Tableau), and automation platforms.
+ Excellent problem-solving, investigation andd decision-making skills.
+ Strong communication and interpersonal skills, with the ability to guide projects and influence stakeholders at all levels.
Additional Requirements:
+ Six Sigma Green Belt or Black Belt certification.
+ Experience with digital transformation projects or IT systems implementation.
+ Familiarity with industry-specific regulations and compliance requirements.
+ May require occasional travel to company locations or client sites.
+ Ability to work in a dynamic environment, manage multiple projects, and adapt to changing priorities.
Benefits:
Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, fitness and health, heath screening, insurance (Term Life, Personal Accident and Hospitalization and Surgical), time off (annual leave starting with 15 days), tuition assistance programs, and more.
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Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you're unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at or contact them at for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

Job Description: Newcomer Onboarding The Training and Process Improvement Officer has the key responsibility to onboard all ROO newcomers and ensure they have all the required tools and training to perform their expected task. Trainer’s responsibility includes but is not limited to scheduling and conducting all the training phases for the newcomer including the examination for the new officer to qualify as RO Solver. Competency Management The trainer also identifies what are the current team members gaps, proposes and provides refresher training or coordinates with external stakeholders to provide training for team upscaling. User guide and Process Improvement Under Process Improvement, they are to coordinate with WHS & ACD Managers, Team Leaders and also other FHS stakeholders (MFT) to ensure that processes are adhered to as per current RO User Guide and work jointly on improvement plans where gaps are identified. The Process Improvement team is then responsible to ensure the deployment of new processes, rules and regulations. Component Issue Management (CIM) Other responsibilities of Training and Process Improvement Officer are , but not limited to, being a member of the FHS Component Issue Management (CIM) Forum for ROO related topics and also the monitoring of ROO subcontractor performance. This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth. Company: Airbus Customer Services Sdn Bhd

Employment Type: Permanent --- Experience Level: Professional

Job Family: Improvement & Performance Management By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to

. At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

#J-18808-Ljbffr