Quality Analyst - English

Teleperformance; Malaysia; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Quality Analyst to support the Customer Service team. This role involves conducting quality evaluations, data analysis, and acting as a Subject Matter Expert. A Bachelor's degree in any discipline and at least 1 year of QA experience in a call center are required. The ideal candidate will be proficient in English and able to work rotational shifts.

Qualifications

• Minimum 1 years’ experience as QA in a call center.
• Able to work on rotational shifts (3 shifts / 5 working days).
• Able to start work immediately is preferred.

Responsibilities

• Conduct root cause and data analysis.
• Conduct QA evaluations and provide progress reports.
• Act as escalation point for questions, issues, and resolution.
• Act as SME for QA evaluations.
• Participate in continuous improvement projects.

Skills

Proficiency in English

Data analysis

Problem prevention

Education

Bachelor’s degree or equivalent diploma

Job description

Overview

We are looking for a Quality Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor’s degree or equivalent diploma in any discipline.
• Candidate must be able to work on rotational shift (3 shift / 5 working days).
• Minimum 1 years’ experience as QA in call center.
• Proficiency in English (spoken and written).
• Able to start work immediately is preferred.

Responsibilities

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