Quality Analyst - Korean - KL (Hospitality)

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer experience management is seeking a Quality Analyst in Kuala Lumpur. The role involves ensuring transaction quality, conducting data analyses, and identifying improvement opportunities in eCommerce. Candidates should possess bilingual proficiency, primarily in Korean and English, and have a degree in any discipline.

Qualifications

• Minimum 1 year of Quality Analyst experience required.
• Korean and English language proficiency mandatory.
• Travel/Hospitality background preferred.

Responsibilities

• Conduct QA evaluations and provide progress reports.
• Conduct root cause and other data analysis.
• Identify improvement opportunities within eCommerce.

Skills

Analytical/critical thinking

Presentation skills

Fast learner

Bilingual proficiency

Account Management

Education

Degree in any discipline

Job description

Qualifications

A. Minimum Education Requirement

Degree in any discipline

B. Minimum Relevant Work Experience

• For Internal - Minimum 1 year of Quality Analyst experience / Being in the TPMY team is desired

• For External - Minimum 1 year of Quality Analyst experience on papers

C. Skills

• Fast learner who requires minimal supervision

• Minimum bi-lingual proficiency, tri-lingual and above is preferred

• Language proficiency in Korean and English is mandatory

• Travel / Hospitality background

• Analytical/critical thinking skills

• Presentation skills

• Account Management background

D. Preferred Qualifications

• Phenomenal communication, presentation and public speaking skills

• Organizational and time management abilities

• Critical thinking, analytical and decision making abilities

• People management

Responsibilities

• Ensuring the transactions by the associates are as per client guidelines

• Conduct root cause and other data analysis

• Participate as project team member in problem prevention and continuous improvement projects

• Identify improvement opportunities within the eCommerce environment

• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation

• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads

• Act as escalation point of contact for process questions, issues, and resolution

• Act as Subject Matter Expert (SME) for QA evaluations

• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA

• Coach the team on defect & design effective action plan if required

• Deep Dive & trend analysis on defects on completed transactions