Job Responsibility Monitor and evaluate customer service calls, chats, and emails related to accommodation bookings, cancellations, payments, and complaints. Ensure agents follow company policies, scripts, and quality standards when assisting customers. Identify process gaps, service issues, and training needs through call monitoring and audits. Provide feedback, coaching, and recommendations to agents and team leaders to improve service quality. Analyze and report quality performance trends to management for continuous improvement. Collaborate with operations, training, and client teams to improve customer satisfaction. Participate in calibration sessions to align QA standards across teams. Support compliance with SLA, KPIs, and client expectations in the accommodation industry. Job Requirements Minimum 1 year of relevant experience preferably in the BPO Have the experience in customer service more preferred. Strong understanding of accommodation operations (reservations, cancellations, refunds, booking platforms). Excellent analytical, listening, and communication skills. Proficient in Mandarin and English. Job Benefits Provided training. Willing to relocate work in George Town, Pulau Penang. Provided allowance. Annual leave/Medical leave. 5 working days/week. Show more Show less