Analyst, Quality Management (Junior Grade)

TNG Digital; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

Medical coverage

Extra leave

Lifestyle allowance via TNG eWallet

Mobile and broadband reimbursement

Job summary

TNG Digital in Kuala Lumpur is seeking a Quality Assurance professional to independently assess inbound contact-centre interactions, identify gaps, and drive improvements. You will coach teams, perform DSAT analysis, and deliver actionable insights to reduce defects and improve customer outcomes.

The role requires strong documentation, reporting, and collaboration with Operations and Training to ensure consistent quality coaching and governance.

Qualifications

• Diploma or Bachelor's degree in a related field.
• Minimum 2 years of contact-centre experience; quality monitoring or coaching preferred.
• Solid understanding of inbound call handling, verification, documentation, and escalation.
• Strong listening, analytical, and written reporting skills.
• Proficiency in Bahasa Malaysia and English.
• Experience with Microsoft Office, presentation tools, call‑recording and quality-monitoring systems.
• High integrity, discretion and attention to customer data privacy.
• Familiarity with DSAT analysis and quality calibration is a plus.
• Experience in e-wallet/payments/b banking or regulated customer services is preferred.
• Exposure to regulatory complaint handling and fraud/disputes is an advantage.

Responsibilities

• Perform structured quality evaluations of calls using approved scorecards.
• Assess authentication, information accuracy, communication quality and case documentation.
• Identify regulatory risks or data-protection breaches and escalate findings.
• Scrub DSAT data and perform root-cause analysis across drivers.
• Provide evidence-based feedback to teams and track corrective actions.
• Facilitate quality calibrations with Operations and Training teams.
• Produce weekly and monthly quality reports on trends and defects.
• Identify training needs and process weaknesses from findings and feedback.
• Maintain audit trails and supporting evidence for quality initiatives.

Skills

Active listening

Analytical thinking

Written reporting

Team collaboration

Data privacy awareness

Education

Diploma or Bachelor's degree in Business Administration/Quality Management/Customer Service

Tools

Microsoft Office

Presentation tools

Call-recording platforms

Quality-monitoring systems

Job description

Role Overview:

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.

What You'll Do:

• Conduct structured quality evaluations of recorded and 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 elevate 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 and 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.

Role 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.

What you get:

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it's like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.