QA Analyst - Call Center, Data & Process Improvement

Teleperformance International; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer service provider is seeking a Quality Analyst to enhance performance within their Customer Service team in Penang. The ideal candidate will have a Bachelor's degree, at least one year of QA experience in a call center, and proficiency in both Malay and English. Responsibilities include performing data analysis, conducting QA evaluations, and serving as a key point of contact for quality assurance processes. This role requires flexibility to work rotational shifts.

Qualifications

• Minimum 1 year's experience as QA in a call center.
• Ability to work on rotational shifts (3 shifts/5 working days).

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements.
• Act as escalation point for process questions and issues.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Participate in problem prevention and continuous improvement projects.

Skills

Proficiency in Malay

Proficiency in English

Education

Bachelor’s degree or equivalent diploma

Job description

A global customer service provider is seeking a Quality Analyst to enhance performance within their Customer Service team in Penang. The ideal candidate will have a Bachelor's degree, at least one year of QA experience in a call center, and proficiency in both Malay and English. Responsibilities include performing data analysis, conducting QA evaluations, and serving as a key point of contact for quality assurance processes. This role requires flexibility to work rotational shifts.