Quality Analyst - Mandarin - KL (Hospitality)

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

Job summary

A leading company in customer service is seeking a Quality Analyst in Kuala Lumpur. This role involves ensuring compliance with client guidelines, conducting data analysis, and serving as a Subject Matter Expert. The ideal candidate will have a background in hospitality and exceptional analytical and presentation skills.

Qualifications

• Minimum 1 year of Quality Analyst experience for internal candidates.
• Proficiency in Mandarin and English is mandatory.

Responsibilities

• Conduct root cause analysis and ensure compliance with client guidelines.
• Act as a Subject Matter Expert (SME) and monitor agent performance.

Skills

Bilingual proficiency

Analytical thinking

Presentation skills

Account Management

Critical thinking

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 and Hospitality background.

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 customer service 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