Quality Analyst - KL

Teleperformance USA; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer experience management is seeking a QA Analyst to ensure quality assurance processes within their call center operations. The role involves conducting various analyses, acting as a point of contact for concerns, and participating in project teams focused on continuous improvement. Candidates should possess a bachelor's degree, with proficiency in English and Cantonese, and ideally have prior experience in QA roles. This position offers opportunities for growth and immediate start for suitable candidates.

Qualifications

• Minimum 1 year experience as QA in call center.
• Proficiency in English & Cantonese required.
• Able to start work immediately preferred.

Responsibilities

• Conduct root cause and data analysis.
• Perform QA evaluations and provide progress reports.
• Act as Subject Matter Expert (SME) for QA evaluations.

Skills

Data Analysis

Quality Assurance

Problem Resolution

Team Collaboration

Communication

Education

Bachelor’s degree or equivalent diploma

Job description

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Key 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

Main Requirements:

• Bachelor’s degreeorequivalent diplomain any discipline
• Candidate must be able to work onrotational shift(3 shift / 5 working days)
• Minimum 1 years’ experienceas QA in call center
• Must be proficiency inEnglish & Cantonese in terms of written, reading and speaking
• Able tostart work immediatelyis preferred.