Quality Analyst (Contact Centre) - Operations

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Foundever Malaysia Sdn.Bhd is seeking a Quality Analyst (Contact Centre) – Operations to join our Kuala Lumpur team on a full-time basis. You will monitor and improve the quality of customer interactions, ensuring compliance with standards and operational targets.

Ideal candidates have proven QA experience in contact centres, strong analytical skills, and the ability to communicate findings clearly to agents and leadership. The role supports ongoing quality assurance initiatives and reporting.

Qualifications

• Proven experience in a contact centre or customer service QA environment.
• Strong knowledge of contact centre operations and call handling best practices.
• Excellent analytical and problem-solving skills with data interpretation ability.

Responsibilities

• Monitor and evaluate contact centre interactions against quality standards and metrics.
• Provide detailed feedback to agents on performance and coaching opportunities.
• Identify quality trends and develop corrective action plans to close gaps.
• Collaborate with team leaders to implement quality improvements and calibration sessions.
• Prepare quality reports and dashboards for management and stakeholders.

Skills

Quality assurance

Data analysis

Communication skills

Job description

Quality Analyst (Contact Centre) - Operations

About the role

We are seeking a Quality Analyst (Contact Centre) - Operations to join Foundever Malaysia Sdn.Bhd in Kuala Lumpur on a full-time basis. This is a pivotal role within our contact centre operations, where you will play a critical part in maintaining and enhancing the quality of our customer service delivery. As a Quality Analyst, you will be responsible for monitoring, evaluating and improving the performance standards of our contact centre team, ensuring we consistently deliver exceptional customer experiences whilst meeting operational targets and compliance requirements.

Key responsibilities

• Monitor and evaluate contact centre interactions (calls, emails, chats) against quality standards and established performance metrics
• Conduct quality assurance assessments and provide detailed feedback to contact centre agents on their performance
• Identify trends in quality issues and develop corrective action plans to address performance gaps
• Collaborate with team leaders and supervisors to implement quality improvement initiatives and coaching programmes
• Prepare quality reports and dashboards to communicate findings to management and stakeholders
• Ensure compliance with company policies, procedures and regulatory requirements across all contact centre operations
• Participate in the development and refinement of quality frameworks, scoring tools and evaluation criteria
• Conduct training and calibration sessions to ensure consistency in quality assessment across the team
• Support root cause analysis of customer complaints and service failures

What we're looking for

• Proven experience working in a contact centre or customer service quality assurance environment, ideally in a similar analytical or supervisory capacity
• Strong knowledge of contact centre operations, call handling best practices and customer service standards
• Excellent analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities
• Proficiency in quality assurance tools and contact centre software systems
• Outstanding communication skills, both written and verbal, with the ability to present findings clearly to various audiences
• Attention to detail and accuracy in monitoring and reporting on performance metrics
• Ability to work independently and collaboratively within a team environment
• Competence in Microsoft Office applications and data management
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• Customer-centric mindset with a commitment to service excellence
• Preferred: Experience with quality management systems or previous training delivery experience

What we offer

At Foundever Malaysia Sdn.Bhd, we are committed to supporting the professional growth and wellbeing of our employees. We offer competitive remuneration packages alongside a range of benefits designed to support your career development and work-life balance. Our employees benefit from ongoing training and development opportunities, career advancement pathways, and a collaborative work environment where your contributions are valued and recognised. We foster a culture of continuous improvement and innovation, providing you with the tools and support needed to succeed in your role.

About us

Foundever Malaysia Sdn.Bhd is a leading provider of customer experience management and business process outsourcing solutions. We are dedicated to delivering exceptional service to our clients and their customers through a combination of skilled people, advanced technology and proven processes. With a strong presence in Kuala Lumpur and across the region, we pride ourselves on creating a workplace where talented professionals can thrive, innovate and make a meaningful impact. Our commitment to excellence, integrity and customer satisfaction drives everything we do, and we welcome team members who share these values.