EPS Ventures Hiring! Full Time QA Specialist (Call Centre-Normal Hour) in Federal Territory, Earn up to MYR 7,000 - Ricebowl

ROLE PURPOSE:

Ensure operational quality and support the seamless migration of contact centre workflows to Salesforce Service Cloud. Own QA processes for call routing, case handling, and omni-channel features, while supporting system testing, UAT readiness, and training initiatives.

SCOPE OF WORK:

• Validate contact centre workflows, including call routing, case management, and omni-channel features in Salesforce.
• Test CTI integrations and IVR workflows for accuracy and stability.
• Conduct end-to-end QA for agent desktop functionalities and escalation flows.
• Document and track defects in JIRA/ServiceNow, ensuring timely resolution within SLA.
• Support UAT planning and execution, including test script preparation and coordination with business users.
• Maintain QA documentation, including SOPs, test cases, and change logs.

KEY RESPONSIBILITIES

This role is accountable and responsible for the following:

• Execute QA test plans for contact centre processes and integrations.
• Monitor and report QA metrics, defect trends, and resolution timelines.
• Collaborate with stakeholders to address gaps and improve workflows.
• Prepare QA reports and recommend continuous improvements.
• Ensure compliance with operational standards and governance.
• Facilitate UAT sign-off and go-live readiness.

SKILL & EXPERIENCES

• QA experience in contact centre or CRM environments.
• Experience with Salesforce Service Cloud, Zendesk, or ServiceNow.
• Hands-on JIRA experience (issues, workflows, dashboards, JQL, SLA tracking).
• Strong written and verbal communication skills.
• Strong process discipline and stakeholder coordination.
• Basic reporting and analytics using Excel or BI dashboards.
• UAT coordination and test script development experience preferred

Job Types: Full-time, Permanent, Contract

Pay: RM5,500.00 - RM7,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Experience:

• Contact Centre QA: 3 years (Required)

Work Location: In person