Quality Assurance & Operations Excellence Specialist (KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY)

Drive service quality and operational excellence by handling customer complaints, analyzing trends and root causes, and ensuring high-quality customer interactions through QA audits, case reviews, and call monitoring. Coordinate training needs, develop and update training materials, and improve effectiveness to close capability gaps. Monitor fraud reports, maintain fraud dashboards/registers, and support fraud awareness and audits while collaborating across teams to deliver continuous improvement insights in a fast-paced environment.