Quality Analyst - Call Center QA & Process Improvement

Teleperformance; Subang Jaya; On-site; MYR 42,000 - 60,000; Full time

Job summary

Teleperformance Malaysia is seeking a Quality Analyst to join our customer service team. You will support the QA process by conducting analyses, evaluations, and reporting to the team lead, ensuring adherence to client standards.

Ideal candidates have a Bachelor's degree or equivalent, at least 1 year of QA experience in a call center, and strong English skills. Willingness to work rotational shifts and start immediately is preferred.

Qualifications

• Bachelor’s degree or equivalent diploma required.
• Must be able to work on rotational shifts (3 shifts/5 days).
• Minimum 1 year experience as QA in call center.
• Proficiency in English (spoken and written).
• Immediate start preferred.

Responsibilities

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

Skills

English proficiency

Quality assurance

Education

Bachelor’s degree or equivalent diploma

Job description

Teleperformance Malaysia is seeking a Quality Analyst to join our customer service team. You will support the QA process by conducting analyses, evaluations, and reporting to the team lead, ensuring adherence to client standards.

Ideal candidates have a Bachelor's degree or equivalent, at least 1 year of QA experience in a call center, and strong English skills. Willingness to work rotational shifts and start immediately is preferred.