Quality Analyst - Mandarin - KL (Hospitality)

Teleperformance USA; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Quality Analyst to ensure transaction quality and drive continuous improvement within their eCommerce environment. This role involves conducting thorough analyses, coaching teams, and acting as a Subject Matter Expert for quality evaluations. The ideal candidate will possess strong analytical skills, bilingual proficiency in Mandarin and English, and a passion for enhancing operational excellence. Join a dynamic team dedicated to delivering exceptional service and quality standards in a fast-paced environment.

Qualifications

• Minimum 1 year of Quality Analyst experience required.
• Bilingual proficiency in Mandarin and English is mandatory.

Responsibilities

• Ensure transactions meet client guidelines and conduct QA evaluations.
• Identify improvement opportunities and coach the team on defects.
• Act as a liaison with Ops managers for quality measurements.

Skills

Analytical/Critical Thinking

Presentation Skills

Bilingual Proficiency (Mandarin and English)

Fast Learner

Account Management

Organizational Skills

People Management

Education

Degree in any discipline

Job description

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• 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

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 Mandarin 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