Job Description
Job Title
Quality Assurance Executive [Outsourcing]
Department
Customer Experience / Quality Assurance
Job Summary
The Quality Assurance Executive is responsible for acting as a liaison between customers and internal departments to ensure customer requests are properly executed according to company standards. The role focuses on handling customer communication, monitoring service quality, and ensuring timely resolution of complaints to maintain high customer satisfaction within real estate development projects.
Key Responsibilities
Communicate directly with customers to understand their requests, expectations, and concerns.
Handle customer complaints professionally and investigate root causes.
Coordinate with relevant internal departments (Customer Service, Handover , Community Management, Maintenance, Sales team) to ensure issues are resolved efficiently.
Follow up on corrective actions and confirm customer satisfaction before closing requests or complaints.
Ensure internal teams comply with company quality standards and service level agreements (SLAs).
Prepare periodic reports on quality performance, customer complaints, resolution timelines, and satisfaction levels.
Qualifications & Requirements
Bachelor's degree (Business Administration, Engineering, or a related field is preferred).
-Fresh graduates
-Preferably at least 1 year of experience in Quality Assurance, Customer Experience, or a similar role (real estate or construction background is a plus).
Strong verbal and written communication skills.
Excellent problem-solving and complaint-handling abilities.
Strong organizational and follow-up skills.
Ability to work under pressure and meet deadlines.
Proficiency in Microsoft Office applications (Excel, Word, Outlook).
Key Skills
Customer Communication
Complaint Handling & Resolution
Cross-functional Coordination
Attention to Detail
Reporting & Data Analysis
Time Management
Key Performance Indicators (KPIs)
Customer Satisfaction Score
Average Complaint Resolution Time
Percentage of Successfully Closed Complaints
Compliance with Quality Standards
