Quality Analyst | BPO QA Specialist (Onsite KL)

Concentrix; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Quality Analyst to monitor, evaluate, and audit calls, chats, and emails, ensuring high quality and adherence to client standards. You will report results to stakeholders and participate in calibration and quality audits to improve processes.

The ideal candidate has a minimum of 1 year in QA within a BPO environment, holds a graduation degree, and is fluent in reading, writing, and speaking Taiwanese.

Qualifications

• Must be able to read, write, and speak Taiwanese fluently.
• Malaysian Nationality.
• Graduation is mandatory.
• Minimum 1 year of Quality Analyst experience in BPO.
• Must be willing to work onsite in Visio Kuala Lumpur, Malaysia.

Responsibilities

• Monitors, evaluates and audits a sampling of calls, chat, and email.
• Reports results to Quality Leadership, Operations, Client, and Account Management.
• Participates in calibration sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes.
• Maintains knowledge of client products and program strategies.
• Meets departmental productivity requirements (e.g., calls monitored, emails evaluated).

Skills

Verbal communication

Written communication

Interpersonal skills

Analytical abilities

MS Office

Education

Bachelor's degree

Tools

PowerPoint

Excel

Word

Job description

Concentrix in Kuala Lumpur is seeking a Quality Analyst to monitor, evaluate, and audit calls, chats, and emails, ensuring high quality and adherence to client standards. You will report results to stakeholders and participate in calibration and quality audits to improve processes.

The ideal candidate has a minimum of 1 year in QA within a BPO environment, holds a graduation degree, and is fluent in reading, writing, and speaking Taiwanese.