Quality Analyst - Malay

Teleperformance International; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global service provider in Penang is seeking a Quality Analyst to join their team. You will support the Customer Service team by ensuring performance standards are met, conducting QA evaluations, and providing analytical insights. The ideal candidate holds a Bachelor's degree, has at least one year of experience in call center QA, and is proficient in Malay and English. The role requires availability for rotational shifts.

Qualifications

• Minimum 1 years’ experience as QA in call center.
• Able to start work immediately is preferred.
• Candidate must be able to work on rotational shift.

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements.
• Provide QA progress reports to team lead.
• Act as escalation point of contact for process questions.
• Participate as project team member in improvement projects.

Skills

Proficiency in Malay

Proficiency in English

Data analysis

Customer Service support

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 Malay and 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 provide 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.