Quality Assurance Analyst - Mandarin & Cantonese - Kuala Lumpur (Reservation)

Teleperformance USA; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

An established industry player is seeking detail-oriented individuals to enhance quality assurance in a dynamic call center environment. This role involves monitoring agent interactions, conducting evaluations, and facilitating training sessions to ensure high standards of customer service. You will collaborate with various teams to identify performance trends and recommend process improvements. If you are fluent in English, Mandarin, and Cantonese, and possess strong communication skills, this opportunity is perfect for you to make a significant impact in a vibrant team setting.

Qualifications

• Fluent in English, Mandarin, and Cantonese, both verbal and written.
• Experience in customer service or contact centers is essential.

Responsibilities

• Monitor agent interactions for quality assurance based on scorecards.
• Conduct evaluations and provide coaching sessions to agents.

Skills

Fluent in English

Fluent in Mandarin

Fluent in Cantonese

MS Office proficiency

Strong communication skills

Attention to detail

Customer service experience

Organizational skills

Analytical thinking

Flexibility with shifts

Tools

MS Office

Job description

Job Summary
If you possess the attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you!

Key Responsibilities:

• Monitoring Agent Interactions: Reviewing recorded or live calls/chats for quality assurance based on pre-defined scorecards or criteria.
• Conducting Evaluations: Assessing agent performance for accuracy, compliance, tone, customer service effectiveness, and procedural adherence.
• Coaching Sessions: Holding daily or weekly 1-on-1 coaching sessions with agents to provide feedback and guidance for improvement.
• Reporting: Compiling quality reports for individual agents, teams, and call center performance trends.
• Call Calibrations: Attending calibration sessions with internal teams and clients to ensure consistent evaluation standards.
• Process Improvement: Identifying performance trends, analyzing root causes of quality issues, and recommending process enhancements.
• Training Facilitation: Leading training sessions or briefings related to quality assurance, client updates, or process changes.
• Collaboration: Engaging with Operations Managers, Supervisors, and Quality Managers to align on performance goals and improvements.· Supervisor Audits: Randomly evaluating supervisor-reviewed calls for consistency and accuracy.

Main Requirements:

• Fluent English, Mandarin, & Cantonese (verbal and written)
• Basic to Intermediate proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
• Strong communication and interpersonal skills
• Attention to detail
• Customer service or contact center experience
• Organizational and multitasking skills
• Ability to work in a team environment
• Self-motivated and able to work independently
• Analytical thinking
• Flexibility with shifts