Quality Analyst

Concentrix; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company is seeking a Quality Analyst to support advisors in achieving optimal performance. Responsibilities include monitoring transactions, conducting coaching sessions, and ensuring quality benchmarks are met. This role requires strong communication skills and a commitment to continuous improvement in customer service quality.

Qualifications

• Minimum 2 years of working experience in related field.
• Excellent communication skills both verbal and written in English.
• Preferably bilingual in English and Bahasa.

Responsibilities

• Conduct coaching and feedback sessions with advisors.
• Monitor live calls and handle complaints for quality assurance.
• Generate and maintain daily quality reports.

Skills

Communication skills

Detail-oriented

Self-motivated

Education

Professional Certificate, Diploma, or Bachelor’s Degree

Job description

Quality Analyst assists and provides support to ensure all advisors operation at optimal efficiency. They are also required to measure all transactions and activities of advisors to gauge the quality levels to ensure that it is above the deliverable levels and exceeds guests’ expectations. Educate advisors to use the most effective and efficient means of handling transactions with optimal customer experience while achieving stated goals. Quality Analyst conducts coaching and feedback sessions with the all advisors to advance their career to a higher level of professionalism.

To handle all quality related work/assignments/projects given by the HOD

Side by side coaching/audits for all Executives

Live call monitoring for relevant cases that needs immediate attention

Complaint handling, investigation, call retrieval

Conduct audits and monitoring for calls/emails for all campaigns

Achieving measurable targets on a minimum 10 transaction monitoring per agent per month on live chats, emails and calls

Defining action plans and process implementation to ensure targets and goals are met

Achieve audit/score targets and ensure continuous growth in Quality assurance across supporting countries

Constantly coach and monitor as well as mentor and develop Executives to excel in their performance to ensure quality is met and exceeded

To generate and maintain daily reports on quality

To analyze CSAT & DSAT for continuous improvement on services provided

Critical and non-critical attributes reduction analysis

Validate and contribute better ideas for all processes & documents for the implementation and maintenance

To conduct motivation and fun activities

In charge of proof reading and ensuring all reports/presentations/emails are within guidelines

Conduct trainings for New hires, Refresher courses

Constantly look for ways to improve the QA form to cater for all center growth and changing needs

Requirements:

Minimum 2 years of working experience in the related field

Candidate must possess at least a Professional Certificate, Diploma, Bachelor’s Degree in any field

Preferably Junior Executives specializing in Quality Control/Assurance or equivalent

Excellent communication skills both verbal and written in English. Preferably Bilingual in English and Bahasa both

Self-motivated with the ability to work remotely and under pressure

Able to work independently and detail oriented