Customer Service Quality Analyst – Player Support

About the role

We are looking for a Customer Service Quality Analyst to monitor and evaluate Player Support interactions and ensure that customer service standards, processes and quality requirements are consistently met. The QA will work closely with Operations and Training teams to identify service gaps, conduct quality audits, provide actionable feedback and improve the overall player experience.

Key responsibilities

• Evaluate player interactions across email, live chat and in-game support channels.
• Conduct quality audits based on established quality standards and evaluation criteria.
• Assess accuracy, completeness, tone, troubleshooting and resolution quality.
• Ensure interactions comply with game policies, SOPs and service standards.
• Provide constructive feedback to Team Leaders and Player Support Specialists.
• Participate in internal and client calibration sessions.
• Analyse quality results and identify recurring errors and knowledge gaps.
• Conduct root cause analysis and recommend corrective actions.
• Prepare quality reports and present key findings and recommendations.
• Work with Team Leaders on coaching and performance improvement.

About you

• Diploma or Bachelor's Degree in any field. SPM holders with relevant experience may also be considered.
• Minimum 2 years of Customer Service experience.
• At least 1 year of experience in QA, Quality Assurance, Quality Analyst, SME or similar role is preferred.
• Experience in interaction audits, quality calibration, RCA and performance reporting is an advantage.
• Gaming, technology, e-commerce, contact center or digital service experience is preferred.
• Mobile gaming / SLG gaming knowledge is an advantage.
• Strong analytical and attention-to-detail skills.
• Good communication and feedback skills.
• C1-level English proficiency.
• Comfortable working 24/7 rotational shifts, including weekends and public holidays.

Project: Gaming Platform & Player Support
Employment Type: Permanent
Location: Menara Sunway Visio, Cheras
Joining Date: 14 September 2026
Working Hours: 24/7 Rotational Shift
Working Days: 5 days per week, 2 days off
Salary: RM4,000 Basic + RM1,000 Fixed Allowance + KPI Incentives