Executive - Quality Analyst_Telemarketing [FWD]

Startek; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading outsourcing company seeks a detail-oriented Quality Analyst (Telemarketing) in Malaysia to enhance the quality of outbound sales calls. The ideal candidate will monitor performance, ensure compliance, and provide coaching to agents. Responsibilities include call evaluation, complaint investigation, and generating performance reports. This role requires strong analytical skills and attention to detail, with a certification in quality assurance being essential.

Qualifications

• Certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
• Proven work experience as a Quality Analyst or similar role.
• Experience in quality inspection, auditing, and testing.

Responsibilities

• Monitor and evaluate outbound sales calls for quality assurance.
• Conduct coaching and training for new recruits and team leaders.
• Generate and analyze reports on call quality and performance.

Skills

Analytical skills

Attention to detail

Communication skills

Problem-solving skills

MS Excel

Education

PCEIA certification

Job description

We are seeking a detail-oriented and performance-driven Quality Analyst (Telemarketing) to monitor, evaluate, and enhance the quality of outbound sales calls. The ideal candidate will play a key role in ensuring compliance, improving agent performance, and maintaining high standards of customer interaction. This role requires strong analytical skills, a keen ear for detail, and a passion for continuous improvement in a fast-paced, target-driven environment.

Key Responsibilities

• Provide comprehensive support to the Operations team to achieve and maintain client targets through accurate and timely analysis.
• Conduct call monitoring and evaluation to ensure quality and compliance.
• Investigate and document complaint cases, developing and implementing effective action plans.
• Retrieve and deliver complaint call records upon client request.
• Conduct side-by-side coaching for both site Ara and AML HQ to enhance performance.
• Offer timely feedback to agents to address and rectify repeated errors.
• Ensure the effective implementation of action plans on a monthly basis.
• Represent the team on the call floor during Team Leader absences to handle CCC inquiries.
• Assist for Welcome Call Negative Comment.
• Train new recruits / QA / TL on Quality Benchmark.
• Train new recruits / QA / TL on Product / refresher whenever required or absent of Trainer.
• Track and ensure compliance with corrective actions taken.
• Identify and report key process issues, ensuring corrective actions are taken from the client’s side.
• Maintain compliance with monitoring and feedback processes, meeting audit targets.
• Minimize variation in calibration processes to ensure consistency.
• Generate and analyze daily, monthly, and year-to-date reports on call quality, productivity, and availability metrics.
• Prepare raw data presentation decks and provide data-driven insights for business reviews.

Key Requirements

• QA must be certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
• Proven work experience as a Quality Analyst or similar role.
• Experience in quality inspection, auditing, and testing.
• Excellent communication skills, both written and verbal.
• Good skills in MS Excel.
• Strong analytical and problem-solving skills.
• Meticulous attention to detail.