Role & seniority: Customer Service Quality Assurance Analyst — Associate level

Stack/tools: QA monitoring software; Customer Relationship Management (CRM) systems

Top 3 responsibilities

Conduct QA assessments of non-voice interactions (chat, email, tickets) to ensure adherence to standards and SLAs
Provide structured coaching, calibration, and actionable feedback; develop guidelines and training materials
Prepare detailed QA reports, identify trends, and collaborate with Training/Operations to drive improvements

Must-have skills

College degree (preferred) with strong QA/customer service focus
Experience in QA for customer service or as a senior CSR
Strong analytical ability, excellent written/verbal communication, attention to detail
Proficiency with QA monitoring software and CRM systems; ability to work independently
English proficiency (additional languages a bonus)

Nice-to-haves

Multilingual capabilities; prior experience in calibration processes
Location & work type: Menara UOA Bangsar, Kuala Lumpur area; Full-time, Permanent; Start March 2026

Full Description

Customer Service Quality Assurance Analyst

Employment Type: Full-time, Permanent

Location: Menara UOA Bangsar (next to Bank Rakyat - Bangsar LRT)

Start Date: March 2026

About Tycheverse

Welcome to Tycheverse, the vibrant hub where innovation meets customer-centric excellence! Founded in 2023, we stand out with specialized offerings in market research, sales, lead generation, and digital marketing support.

Why Tycheverse?

Energetic Atmosphere: Become a key player in a dynamic team driving market dominance and expansion endeavors

Multifaceted Opportunities: Immerse yourself in a variety of roles, from data analysis to customer service and risk management

Innovation Playground: Join a company fueled by technological insights and clever solutions, reshaping the gaming industry

Customer Service Quality Assurance Analyst Join our dedicated team as a Customer Service Quality Assurance Analyst, where you will be instrumental in ensuring the highest standards of our non-voice customer support. You will monitor, evaluate, and provide actionable feedback on customer interactions, driving continuous improvement in our service delivery. As a QA Analyst, you'll play a pivotal role in refining customer experiences, upholding service guidelines, and contributing to overall customer satisfaction and loyalty through meticulous analysis and coaching.

Key Responsibilities

Conduct thorough quality assessments of non-voice customer interactions (e.g., chat, email, tickets) to ensure adherence to company standards, policies, and service level agreements.
Identify trends, common issues, and areas for improvement in customer service processes and agent performance.
Provide constructive and actionable feedback to Customer Service Representatives and team leaders through structured coaching and calibration sessions.
Develop and update quality assurance guidelines, rubrics, and training materials based on performance insights and evolving service needs.
Prepare detailed quality performance reports and present findings to management, highlighting strengths, weaknesses, and recommendations.
Collaborate closely with training and operations teams to implement corrective actions and enhance agent skills.
Participate in the calibration of quality scores to ensure consistency and fairness across evaluators.
Contribute to the continuous improvement of customer service processes and tools.

Quality Assurance Analyst (CS)