Quality Advisor

Company Description

Frasers Group Asia is currently looking for Quality Advisor to join our growing team. 

Malaysia marks the first direct retail investment in Asia through a joint venture partnership with Malaysian owned MST Golf Group of companies, a well-established golf retailer and service provider in the region. Sports Direct Malaysia currently operates a total of 38 retail stores domestically and manages a proprietary SportsDirect.com e-commerce site for domestic and regional fulfillment. Sports Direct Malaysia offers over 70 of the leading authentic global sports brands, offering the widest variety of choice and value. The company employs over 1000 staff with a view to expanding rapidly across Asia in the coming years.

We have developed a new generation of stores as part of our multi channel elevation strategy, to enhance the customer experience at every step of the journey. Our focus is on presenting an unrivalled range of quality products at excellent value in a modern spacious environment. The stores are uniquely zoned by key sports categories which include; SD Football, SD Running, SD Training (fitness, cross training, gym equipment, weights, boxing, yoga), SD Rackets (badminton, tennis, squash), SD Swimming (pool, beach, water sports), SD Sports (basketball, rugby, extreme games, cycling, skates & indoor games), SD Lifestyle (Men, Women & Kids) & SD Outdoor (Hiking, trekking, camping & fishing).

Job Description

Your responsibilities as Quality Advisor will include but not limited to:
•    Review end to end customer interactions across various communication channels (e.g., phone, email, chat).
•    Scoring customer contact against the relevant customer service scorecard.
•    Ensure customer service representatives adhere to company policies, service guidelines, and compliance requirements.
•    Identify potential risks and challenges in customer service operations and propose mitigation strategies.
•    Conduct monthly CTC audits on completed QA scorecards.
•    Identify trends, gaps, and areas for improvement and implement corrective actions as needed.
•    Work with cross-functional teams to review and optimise customer journeys.
•    Collaborate with management, providing reports and insights into customer service performance.
•    Conduct oversight and governance checks on the refunds given through Customer Services.
•    Undertake audit activities on the discount codes usage within Customer Services.
•    Any other assignments as directed by immediate superior as and when required.
 

Qualifications

Candidate must have the following requirement:
●    Preferably 3-5 years of experience in a customer service, quality assurance, or oversight role.
●    Experience of auditing customer service teams.
●    Familiarity with customer service software and CRM tools (e.g., Freshworks, Zendesk, Salesforce).
●    Strong analytical skills with the ability to interpret data and identify actionable insights.
●    Excellent communication and interpersonal skills, with the ability to coach and support colleagues.
●    Sound judgment and problem-solving abilities.
●    Attention to detail and the ability to work independently with minimal supervision.
●    Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and reporting tools.
 

Additional Information

An opportunity like this at Frasers Group is for the fearless.

The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles - you will:                                        

• THINK WITHOUT LIMITS - and take the team with you
• BE RELEVANT - to our people, to partners, and to the planet
• OWN IT - and back yourself