Quality Analyst (AC) - English Malay - Penang

Qualifications

Minimum Skills to Hire:

• Analytical/critical thinking skills
• English & Mandarin language proficiency
• Presentation skills
• Account Management background

Responsibilities

• Ensuring the transactions by the associates are as per client guidelines

• Conduct root cause and other data analysis.

• Participate as project team member in problem prevention and continuous improvement projects.

• Identify improvement opportunities within the eCommerce environment.

• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation.

• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.

• Act as escalation point of contact for process questions, issues, and resolution.

• Act as Subject Matter Expert (SME) for QA evaluations.

• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA.

• Coach the team on defect & design effective action plan if required.