Quality Assurance Intern

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

Maxis is a leading converged solutions provider, committed to delivering unparalleled connectivity and customer experience. We are continuously innovating and leveraging CX technologies, including GenAI, to enhance our customer experience, services, and operational efficiency.

Maxis is scaling GenAI-powered customer experiences by providing objective, quantifiable insights into interactions at contact centre transforming our coaching paradigm through data-driven recommendations for personalized coaching to elevate contact centre agent’s performance.

This internship offers a unique opportunity to work hands-on with GenAI technology, specifically focusing on improving the accuracy and effectiveness of our Automated Quality Management (Auto-QM) system. The intern we’re looking for will play a critical role in refining the AI models to ensure they accurately score and evaluate customer interactions directly impacting our service and customer satisfaction to ensure experiences remain customer-centric, reliable and aligned with business priorities.

Key responsibilities:

• AI Model Refinement & Annotation: Assist in the fine-tuning of Generative AI models used for Auto-QM, with a specific focus on enhancing accuracy of the set attributes. This includes analysing and annotating interactions data, providing structured feedback, and helping to create diverse, high-quality training datasets.

• Accuracy & Quality Enhancement: Proactively analyse the current scoring accuracy of Auto-QM, identify patterns of errors or inconsistencies, and propose practical, data-backed solutions to continuously improve Auto-QM performance and its direct impact on customer experience.

• Performance Evaluation & Benchmarking: Rigorously evaluate Auto-QM outputs against human-scored benchmarks, helping to measure progress, pinpoint areas for further development, and ensure alignment with internal quality standards.

• Data Analysis & Insight Generation: Collect, process, and interpret Auto-QM data related to AI performance and quality scores to identify trends, uncover root causes of inaccuracies and negative sentiments, and generate actionable insights that drive continuous improvement in model effectiveness.

• Documentation & Reporting: Maintain clear and concise documentation of analysis, training processes, findings, and recommendations for model improvements. Prepare and present reports on Auto-QM performance and insights to relevant stakeholders.

• Cross-functional Collaboration: Work closely with AI/ML engineers to translate findings into model improvements, and collaborate with CX specialists and operations teams to understand business requirements to be able to integrate AI solutions effectively.

• Industry Research & Best Practices: Conduct research on industry’s best practices in AI training, quality management, and natural language processing (NLP) to continuously enhance our strategies and keep Maxis at the forefront of CX innovation.

Value-Added Project

The intern will be immersed in a holistic learning experience, gaining end-to-end exposure to how the GenAI value chain operates in a real customer experience environment. This includes how ideas are converted into improving the Auto-QM system, how cross-functional teams collaborate to design, refine and govern output accuracies, and how data-driven decisions are made to further elevate customer experience at Contac Centre.

Preferred Skill/Qualification

• Currently pursuing a Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, Linguistics, or a related technical field.

• Strong problem-solving and analytical skills with meticulous attention to detail; able to turn data and observations into clear insights and actions.

• Basic understanding of AI/Machine Learning concepts; familiarity with Natural Language Processing (NLP) is a definite plus.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint).

• Effective written and verbal communication skills; able to document requirements, write clear summaries, and the ability to articulate complex ideas clearly.

• Ability to work both independently and collaboratively within a team, with strong time management and the ability to deliver consistently.

• Proactive, curious and eager to learn in a fast-paced digital environment; takes ownership and follows through.

• Prior experience with data annotation, quality assurance, or data analysis is advantageous.

Additional Information

• Internship period: 6 months starting from May

• Open to undergraduate students and recent graduates seeking industry experience.

• Due to the high volume of applications, only shortlisted applicants will be contacted.

Application Process

Submit your resume and cover letter through our career portal. We look forward to welcoming motivated and curious individuals to our team!

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.