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

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.