Senior Quality Assurance Specialist, Quality Compliance  

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Life at U Mobile

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!
•  Awarded For
    o Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
    o Bronze Winner in Cross-Generational Workforce Engagement (2024)
    o Gold Winner for Excellence in Workplace Culture (2021)
•  Comprehensive medical, dental, optical and insurance benefits
•  Flexi working hours arrangements
•  Staff Line & Device Subsidy
•  Smart Casual Attire
•  Child Parental Care Leave
•  Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
•  Special employee discounts for selected F&B Brands

Job Summary

  • This role supports the QA Manager in leading and enhancing the QA Team’s transaction monitoring performance, with the key objective of ensuring U Mobile’s Contact Centre delivers high-quality customer service. This is achieved through effective call quality evaluations, timely feedback, and targeted coaching.
The Day-To-Day Activities
  • To contribute to a seamless customer journey for all Contact Centre contacts by collecting, analysing and sharing customer knowledge, feedback and insights received from the Quality Specialists for the Contact Centre support units. Assist with the development and implementation of Quality Assurance skills and enhancement programs for existing Contact Centre staff.
  • Drive the quality, output and performance of QA Executives through consistent and continuous audits/evaluation and feedback.
  • Ensure that QA team consistently updates and maintains all QA progress logs/records as necessary.
  • Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
  • Participate in the implementation of various quality improvement exercises/campaigns/programmes.

About You

  • At minimum, a degree or diploma in any subject.
  • Proficiency in English Language and Bahasa Malaysia.
  • Relevant work experience in Quality Assurance is highly desirable.
  • Minimum 1–2 years in a team lead, supervisory, or mentoring role.
  • Minimum 2 years experience in Contact Centre Operations or Backend Support.

What’s Next ?
Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.