Junior Quality Analyst - DSAT & Call Quality Insights

TNG Digital; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

Medical coverage

Extra leave

Lifestyle allowance via TNG eWallet

Mobile and broadband reimbursement

Job summary

TNG Digital in Kuala Lumpur is seeking a Quality Assurance professional to independently assess inbound contact-centre interactions, identify gaps, and drive improvements. You will coach teams, perform DSAT analysis, and deliver actionable insights to reduce defects and improve customer outcomes.

The role requires strong documentation, reporting, and collaboration with Operations and Training to ensure consistent quality coaching and governance.

Qualifications

• Diploma or Bachelor's degree in a related field.
• Minimum 2 years of contact-centre experience; quality monitoring or coaching preferred.
• Solid understanding of inbound call handling, verification, documentation, and escalation.
• Strong listening, analytical, and written reporting skills.
• Proficiency in Bahasa Malaysia and English.
• Experience with Microsoft Office, presentation tools, call‑recording and quality-monitoring systems.
• High integrity, discretion and attention to customer data privacy.
• Familiarity with DSAT analysis and quality calibration is a plus.
• Experience in e-wallet/payments/b banking or regulated customer services is preferred.
• Exposure to regulatory complaint handling and fraud/disputes is an advantage.

Responsibilities

• Perform structured quality evaluations of calls using approved scorecards.
• Assess authentication, information accuracy, communication quality and case documentation.
• Identify regulatory risks or data-protection breaches and escalate findings.
• Scrub DSAT data and perform root-cause analysis across drivers.
• Provide evidence-based feedback to teams and track corrective actions.
• Facilitate quality calibrations with Operations and Training teams.
• Produce weekly and monthly quality reports on trends and defects.
• Identify training needs and process weaknesses from findings and feedback.
• Maintain audit trails and supporting evidence for quality initiatives.

Skills

Active listening

Analytical thinking

Written reporting

Team collaboration

Data privacy awareness

Education

Diploma or Bachelor's degree in Business Administration/Quality Management/Customer Service

Tools

Microsoft Office

Presentation tools

Call-recording platforms

Quality-monitoring systems

Job description

TNG Digital in Kuala Lumpur is seeking a Quality Assurance professional to independently assess inbound contact-centre interactions, identify gaps, and drive improvements. You will coach teams, perform DSAT analysis, and deliver actionable insights to reduce defects and improve customer outcomes.

The role requires strong documentation, reporting, and collaboration with Operations and Training to ensure consistent quality coaching and governance.