QA Analyst - Customer Experience & Insights

Teleperformance; Kuala Lumpur; On-site; MYR 50,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

International team

Challenging projects

Job summary

Teleperformance is seeking a Quality Assurance Analyst to monitor customer interactions, assess adherence to QA standards, and drive coaching and improvements. You will develop reports on call drivers, participate in calibration sessions, and provide real-time alerts to maintain service quality.

Ideal candidates have a Bachelor’s degree, experience in QA or call center environments, and strong English communication with MS Office proficiency, enabling data-driven coaching and performance

Qualifications

• Bachelor’s degree required.
• Call center/QA experience preferred.
• Experience with monitoring quality metrics.

Responsibilities

• Monitor interactions to ensure customer and client needs are met.
• Provide coaching and feedback to agents.
• Develop reports on top call drivers and opportunities.
• Attend calibration sessions and contribute to action plans.
• Observe and report any inappropriate behavior with real-time alerts.

Skills

MS Office

English Fluency

Analytical

Interpersonal skills

Communication

Teamwork

Problem solving

Adaptability

Stress tolerance

Education

Bachelor’s degree

Job description

Teleperformance is seeking a Quality Assurance Analyst to monitor customer interactions, assess adherence to QA standards, and drive coaching and improvements. You will develop reports on call drivers, participate in calibration sessions, and provide real-time alerts to maintain service quality.

Ideal candidates have a Bachelor’s degree, experience in QA or call center environments, and strong English communication with MS Office proficiency, enabling data-driven coaching and performance