RIDIK PTE. LTD. Hiring! Full Time Quality Assurance - SME in Federal Territory, Earn up to MYR 5,200 - Ricebowl

Quality Assurance / SME – Customer Support

We are looking for a Quality Assurance / SME to join our Customer Support team, focusing on service quality, process compliance, and supporting the team in handling complex customer cases. The role will work closely with the Mandarin-speaking support team, providing quality guidance, case reviews, coaching, and support for escalated inquiries.

Responsibilities

• Conduct quality assurance reviews of customer interactions across email and live chat using Zendesk.
• Evaluate customer interactions against quality standards, processes, and service KPIs.
• Act as a Subject Matter Expert (SME) for customer support processes, policies, and complex customer cases.
• Review and provide feedback on L2 escalations and complex customer inquiries.
• Identify recurring quality issues, process gaps, and areas for improvement.
• Provide coaching and guidance to Customer Support team members based on QA findings.
• Support the Mandarin-speaking team with case handling, process clarification, and escalations.
• Monitor Zendesk tickets to ensure proper documentation, resolution, escalation, and follow-up.
• Work with internal teams to investigate recurring customer issues and recommend process improvements.
• Prepare and communicate QA findings, trends, and performance insights to relevant stakeholders.
• Support the development and maintenance of QA guidelines, workflows, and knowledge resources.
• Help ensure compliance with established SLA, quality, and customer service standards.

Requirements

• 3–5 years of experience in Customer Service, Customer Support, Quality Assurance, SME, or a similar role.
• Experience in QA, quality monitoring, coaching, or SME responsibilities within a customer support environment.
• Experience handling or reviewing L2 support, escalations, or complex customer inquiries.
• Experience with Zendesk or similar ticketing systems.
• Strong written and verbal English communication skills.
• Ability to communicate in Mandarin to support the Mandarin-speaking team.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to identify quality gaps, recurring issues, and process improvement opportunities.
• Strong communication and coaching skills, with the ability to provide constructive feedback.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Willing to work onsite 5x a week.

Pay: From RM5,200.00 per month

Benefits:

• Health insurance

Application Question(s):

• How much is your expected salary?
• How many years is your relevant experience?
• Will you require sponsorship to work in Malaysia?
• Are you open working onsite? (KL, Eco City, Jalan Bangsar)
• How many days is your notice period?
• Are you open working on a 1-year contract? (Renewable based on performance)
• Can you speak Mandarin?

Work Location: In person