Quality Analyst - Mandarin - KL (Hospitality)

Teleperformance USA; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading global service provider in Kuala Lumpur is seeking an experienced Quality Analyst. The role involves ensuring transaction quality, conducting data analysis, and participating in continuous improvement projects. Candidates must have a degree and a minimum of one year of relevant experience. Proficiency in Mandarin and English is mandatory. This position offers opportunities for professional growth and development.

Qualifications

• Minimum 1 year of Quality Analyst experience preferred.
• For external candidates, hospitality background is desired.

Responsibilities

• Ensure transactions meet client guidelines.
• Conduct root cause and data analysis.
• Participate in continuous improvement projects.
• Identify improvement opportunities in eCommerce.

Skills

Fast learner who requires minimal supervision

Bilingual proficiency

Language proficiency in Mandarin and English

Analytical/critical thinking skills

Presentation skills

Account Management background

Education

Degree in any discipline

Job description

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

Minimum Education

Degree in any discipline

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 and Hospitality background.

Skills

• Fast learner who requires minimal supervision
• Minimum bi-lingual proficiency, tri-lingual and above is preferred
• Language proficiency in Mandarin and English is mandatory
• Travel / Hospitality customer service background
• Analytical/critical thinking skills
• Presentation skills
• Account Management background

Preferred Qualifications

• Phenomenal communication, presentation and public speaking skills
• Organizational and time management abilities
• Critical thinking, analytical and decision making abilities
• People management