Analyst, Quality Management

TNG Digital Sdn Bhd; Kuala Lumpur; Hybrid; MYR 48,000 - 72,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur seeks an Analyst, Quality Management to independently assess inbound contact-centre interactions to ensure accurate, compliant, and customer-focused service. The role focuses on identifying quality gaps, monitoring critical risks, supporting DSAT analysis, and delivering actionable insights for coaching and process improvement.

You will conduct structured quality evaluations of calls, assess verification, documentation, and adherence to policies, and provide

Qualifications

• Proven experience in quality monitoring or customer service.
• Experience with DSAT analysis and coaching insight is preferred.
• Strong evidence-based feedback with data to support findings.

Responsibilities

• Independently assess inbound interactions using approved scorecards.
• Identify quality gaps, regulatory risks, or data-protection issues.
• Escalate critical findings through governance processes.
• Perform DSAT scrubbing and root-cause analyses across drivers.
• Provide actionable feedback to leaders and agents with corrective actions.
• Coordinate quality calibration sessions to maintain consistency.

Skills

Listening skills

Analytical thinking

Written reporting

Quality feedback

Education

Diploma/Bachelor's Degree in related field

Tools

Call recording platforms

Quality monitoring systems

Microsoft Office

Job description

Analyst, Quality Management##### Contact usLoginBack# Analyst, *Quality Management*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* The incumbent is responsible for independently assessing inbound contact-centre interactions to ensure accurate, compliant, and customer-focused service. The primary goal is to identify quality gaps, monitor critical risks, support DSAT analysis, and provide actionable insights for coaching, training, and process improvement.* JOB RESPONSIBILITIES* Conduct structured quality evaluations of recorded & live inbound calls using approved scorecards and sampling plans.* Assess customer authentication, information accuracy, communication quality, case documentation, process compliance, and resolution effectiveness.* Identify critical errors, regulatory risks, or data-protection breaches and escalate findings immediately through the agreed governance process.* Perform DSAT scrubbing and root-cause analysis across agent, process, product, policy, system, and customer-behaviour drivers.* Provide clear, evidence-based feedback to Team Leaders and agents and track corrective actions to closure.* Facilitate quality calibrations with Operations, Training, and relevant stakeholders to maintain scoring consistency.* Produce weekly & monthly quality reports covering trends, recurring defects, high-risk themes, and recommended actions.* Identify training needs, knowledge gaps, and process weaknesses based on quality findings and customer feedback.* Maintain accurate monitoring records, audit trails, and supporting evidence while contributing to initiatives that reduce repeat contacts and DSAT.#### Requirements* Minimum Diploma or Bachelor's Degree in Business Administration, Quality Management, Customer Service, or a related field.* Minimum 2 years of contact-centre experience; quality monitoring, coaching, or complaint-review experience is preferred.* Sound understanding of inbound call handling, customer verification, case documentation, and escalation requirements.* Strong listening, analytical, and written-reporting skills.* Ability to apply quality standards consistently and deliver objective feedback supported by clear evidence.* Good spoken and written Bahasa Malaysia and English.* Proficiency in Microsoft, presentation tools, call-recording platforms, and quality-monitoring systems.* High integrity, discretion, and attention to detail when handling customer data and sensitive cases.* Familiarity with DSAT analysis, complaint root-cause analysis, and quality calibration is an advantage.* Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service operations is preferred.* Exposure to BNM complaint handling, AMLA-related cases, fraud, or dispute operations is an advantage.