IT Quality & Process Improvement 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

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