Analyst, Quality Assurance

TNG Digital Sdn Bhd; Kuala Lumpur; Presencial; MYR 52 000 - 80 000; Tempo integral

Resumo da oferta

TNG Digital Sdn Bhd is seeking a Quality Assurance Analyst in Kuala Lumpur to assess and document interactions, ensuring alignment with quality standards. You will report deviations, assist in CAPA, monitor trends, and support calibration sessions to improve service quality.

Ideal candidates have 4+ years in quality management within call centers or service sectors and strong Excel/Office skills, plus English and Malay fluency; Mandarin/Cantonese is a plus.

Qualificações

• Requires at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
• At least 4 years of experience in a call centre environment or service sector.
• Preferably 2+ years in quality management or quality assurance.
• Advanced proficiency in Excel, Word, PowerPoint, and Outlook.
• Strong analytical, detail-oriented with good reporting and interpretation skills.
• Excellent written and verbal communication in English and Malay; Mandarin/Cantonese a plus.

Responsabilidades

• Conduct and document regular inspections and audits to ensure quality standards and regulatory compliance.
• Report deviations and assist in corrective and preventive actions.
• Perform interaction monitoring, provide trend data and quality reports to the reporting manager.
• Coordinate calibration sessions for careline and SEAL; track performance at team and individual levels.
• Stay updated on industry standards and best practices; assist service delivery via multiple channels.

Conhecimentos

Analytical thinking

Attention to detail

English language

Malay language

Multi-tasking

Problem solving

Formação académica

Diploma or Bachelor's degree

Ferramentas

Excel

Word

PowerPoint

Outlook

Descrição da oferta de emprego

# Analyst, *Quality Assurance*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Conduct and document regular inspections and audits of interactions to ensure compliance with quality standards and regulations.* Report any deviations from quality standards or non-conformities and assist in implementing corrective and preventive actions.* Performs interaction monitoring and provides trend data, quality reports, and feedback to reporting manager while conducting root cause analysis and problem-solving activities to resolve quality related issues.* Coordinates and facilitates quality calibration sessions for careline and SEAL.* Uses quality monitoring data to compile and track performance at team and individual level.* Participates in TNGD programs to identify customer needs and expectations, design of interactions monitoring and quality control formats & quality standards and projects that enhance the quality or efficiency.* Provides actionable data to various internal support groups as needed.* Stay updated on industry standards, regulations, and best practices related to quality control.* Assist to service customer through any available channels as required.* Perform other duties as assigned by reporting manager or HOD#### Requirements* Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any fields or equivalent.* At least 4 years of experiences in call centre environment or experience in service sector, banking industry or commercial services.* Preferably 2 years or more experience in quality management or quality assurance.* Advanced proficiency in Excel, Word, PowerPoint, and Outlook.* Strong analytical, detailed to number with good reporting skills with interpretation capabilities.* Excellent written and verbal communication skills in English and Malay, proficiency in other additional languages such Mandarin or Cantonese will be an advantage.* Candidate should have a risk-based approach / mindset in solving problems and ability to respond well to constructive criticism.* Ability to influence agent on strong customer service ethics and persuasive skills.* Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.* Able to work under pressure and on tight deadlines.* Preferably customer centric and knowledge on mobile / digital ewallets.* A start-up attitude – highly collaborative and globally-minded