QA Specialist: Elevate Call Center Quality & Processes

Teleperformance International; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service firm in George Town seeks a Quality Analyst to enhance performance standards. You will support and guide the Customer Service team, conduct evaluations, and offer insights for improvement. Ideal candidates must hold a Bachelor's degree, possess at least 1 year of QA experience in a call center, and communicate effectively in English. This role requires availability for rotational shifts. Join us to drive quality and excellence in customer interactions.

Qualifications

• Minimum 1 year experience as QA in a call center.
• Candidate must be able to work on rotational shift (3 shift / 5 working days).

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements and provide QA progress reports to team lead.
• Act as escalation point of contact for process questions, issues, and resolution.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Participate as a project team member in problem prevention and continuous improvement projects.

Skills

English (spoken and written)

Education

Bachelor’s degree or equivalent diploma

Job description

A leading customer service firm in George Town seeks a Quality Analyst to enhance performance standards. You will support and guide the Customer Service team, conduct evaluations, and offer insights for improvement. Ideal candidates must hold a Bachelor's degree, possess at least 1 year of QA experience in a call center, and communicate effectively in English. This role requires availability for rotational shifts. Join us to drive quality and excellence in customer interactions.