Information Technology Business Analyst

ASUSTek Computer Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

ASUSTek Computer Malaysia Sdn Bhd is seeking a detail-oriented IT Business Analyst to strengthen service quality and operational standards across our after-sales operations in Malaysia. You will conduct quality audits, analyse performance trends and translate findings into practical improvement actions.

The ideal candidate has a Diploma or Bachelor's in Business, with 2–3 years of experience in data analysis and service improvement, hands-on QA, and strong communication to coach and collaborate

Qualifications

• Bachelor’s or Diploma in Business or related field.
• 2–3 years of experience in data analysis and service improvement.
• Hands-on experience with quality audits, evaluations or scoring reviews.
• Strong analytical skills to identify trends, root causes and improvement opportunities.
• Experience in process improvement, SOP development or workflow optimisation is advantageous.
• Experience working with outsourced service providers or contact-centre operations is a plus.

Responsibilities

• Maintain and improve quality standards, audit guidelines, scoring criteria and QA frameworks.
• Conduct regular quality reviews of customer communications, service cases and workflows.
• Analyse QA/QC results to identify recurring issues and performance gaps.
• Prepare quality reports, findings and corrective actions for management review.
• Collaborate with internal teams and service partners to improve service quality and processes.
• Support validation and testing for new or updated systems and workflows.
• Provide coaching and feedback based on quality findings.
• Review and improve SOPs, FAQs, quality guidelines and training materials.
• Support workshops and knowledge-sharing to strengthen service standards.
• Participate in cross-functional discussions and provide quality insights and improvement recommendations.

Skills

Analytical thinking

Data analysis

Quality audits

Process improvement

Stakeholder management

Independent work

Education

Diploma or Bachelor's in Business

Job description

We are looking for a detail-oriented and analytical in after-sales services to strengthen service quality and operational standards across our customer service operations.

You will conduct quality audits, analyse performance trends, identify improvement opportunities and work closely with internal teams and service partners to improve processes, service consistency and customer experience.

We are looking for someone who is has IT technical knowledge, analytical, proactive and comfortable working independently, with the ability to turn quality findings into practical improvement actions.

Key Responsibilities

Maintain and continuously improve quality standards, audit guidelines, scoring criteria and QA frameworks.

Conduct regular quality reviews of customer communications, service cases and operational workflows.

Analyse QA/QC results to identify recurring issues, performance gaps and improvement opportunities.

Prepare quality reports, findings and recommended corrective actions for management review.

Work closely with internal teams and service partners to improve service quality and operational processes.

Support quality validation and testing for new or updated systems, workflows and processes before implementation.

Provide targeted coaching and feedback based on quality findings.

Review and improve SOPs, FAQs, quality guidelines and training materials.

Support workshops and knowledge-sharing activities to strengthen service standards.

Participate in cross-functional discussions and provide quality insights and improvement recommendations.

Requirements

Diploma or Bachelor's Degree in Business, or a related field.

Minimum 2–3 years of experience in data analyst and in service improvement.

Hands-on experience conducting quality audits, evaluations or scoring reviews.

Strong analytical skills with the ability to identify trends, root causes and areas for improvement.

Experience preparing quality reports, action plans or performance analysis.

Experience in process improvement, SOP development or workflow optimisation will be an advantage.

Experience working with outsourced service providers, vendors or contact-centre operations will be an added advantage.

Strong problem-solving skills with high attention to detail and accuracy.

Good coaching, communication and stakeholder-management skills.

Able to work independently, take ownership and follow through on improvement actions.

Good command of written and spoken English.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• How many years' experience do you have in a quality assurance (QA) role?

Consumer Electronics Manufacturing 51-100 employees

ASUS is a global technology leader that provides the world’s most innovative and intuitive devices, components, and solutions to deliver incredible experiences that enhance the lives of people everywhere. With its team of 5,000 in-house R&D experts, the company is world-renowned for continuously reimagining today’s technologies. Consistently ranked as one of Fortune’s World’s Most Admired Companies, ASUS is also committed to sustaining an incredible future. The goal is to create a net zero enterprise that helps drive the shift towards a circular economy, with a responsible supply chain creating shared value for every one of us.

ASUS is a global technology leader that provides the world’s most innovative and intuitive devices, components, and solutions to deliver incredible experiences that enhance the lives of people everywhere. With its team of 5,000 in-house R&D experts, the company is world-renowned for continuously reimagining today’s technologies. Consistently ranked as one of Fortune’s World’s Most Admired Companies, ASUS is also committed to sustaining an incredible future. The goal is to create a net zero enterprise that helps drive the shift towards a circular economy, with a responsible supply chain creating shared value for every one of us.

What can I earn as an IT Business Analyst