Call Center QA Analyst - Quality & Process Improvement

Teleperformance; Bayan Lepas; On-site; MYR 42,000 - 54,000; Full time

Job summary

Teleperformance Malaysia is seeking a Quality Analyst to support our Customer Service team by sharing expertise, guiding, and ensuring performance standards are met.

The role involves root cause analysis, QA evaluations, escalation, SME duties, and participation in continuous improvement projects, with a rotational shift and immediate start preferred. English proficiency is required to perform effectively in communications with clients and teammates.

Qualifications

• Bachelor’s degree or equivalent diploma in any discipline.
• Ability to work on rotational shift (3 shifts / 5 working days).
• Minimum 1 year experience as QA in call center.
• Proficiency in English (spoken and written).
• Able to start work immediately is preferred.

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements and provide QA progress reports to team lead.
• Act as escalation point of contact for process questions, issues and resolution.
• Act as SME for QA evaluations.
• Participate as project team member in problem prevention and continuous improvement projects.

Skills

English proficiency

Education

Bachelor’s degree or equivalent diploma

Job description

Teleperformance Malaysia is seeking a Quality Analyst to support our Customer Service team by sharing expertise, guiding, and ensuring performance standards are met.

The role involves root cause analysis, QA evaluations, escalation, SME duties, and participation in continuous improvement projects, with a rotational shift and immediate start preferred. English proficiency is required to perform effectively in communications with clients and teammates.