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Analyst, Quality Excellence (Escalation Management)-Bangsar South

Luca

Location not statedJobPosted 3 days agoStill listed 2 days ago

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At a glance

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Location
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Job overview

The Analyst, Quality Excellence (Escalation Management) represents the company at Small Claims Tribunal hearings, presenting its position using prepared case materials and briefings. The role begins with shadowing senior team members and progresses through a structured capability path toward full case ownership. Candidates need a diploma or equivalent, fluent English, and confidence speaking in formal settings; prior legal or tribunal experience is not required.

Skills & qualifications

RequiredNice to have

Skills

Quality AssuranceCustomer ServiceDispute ResolutionVerbal Communication SkillsE-CommerceFluent EnglishFormal SpeakingVerbal CommunicationThinking on Your FeetHandling ObjectionsLocal TravelFront-Facing ExperienceConsumer ComplaintsInvestigationCase ManagementConversational Mandarin Chinese

Qualifications

Diploma or Equivalent

Full job description

Job Description

  • Represent the company at Small Claims Tribunal hearings for customer disputes. Deliver the company's position in-session based on case materials and briefings prepared ahead of each hearing; where a question falls outside what's been prepared, follow up rather than improvise an answer on the spot.
  • Shadow senior team members on live hearings before handling cases independently. Progress through a structured capability path over time: hearing representation → case investigation → defense document preparation → full case ownership.
  • Maintain composure and professionalism under questioning from tribunal officers and other parties. Document outcomes and flag recurring dispute patterns back to the team.

Job Requirements

Must-have:

  • Diploma or equivalent
  • Fluent English, spoken and written
  • Comfortable speaking in a formal setting; no prior legal or tribunal experience required
  • Strong verbal communicator, able to think on your feet and handle objections confidently in a live setting
  • Reliable, punctual, able to travel locally to hearings on short notice

Good-to-have:

  • Prior customer service, dispute resolution, or front-facing experience
  • Basic understanding of e-commerce or consumer complaints
  • Interest in growing into investigation and case management work
  • Conversational Mandarin Chinese, spoken and written

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