Quality Analyst - onsite Malaysia

Concentrix; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking a Quality Analyst to monitor, evaluate, and audit calls, chats, and emails, ensuring high quality and adherence to client standards. You will report results to stakeholders and participate in calibration and quality audits to improve processes.

The ideal candidate has a minimum of 1 year in QA within a BPO environment, holds a graduation degree, and is fluent in reading, writing, and speaking Taiwanese.

Qualifications

• Must be able to read, write, and speak Taiwanese fluently.
• Malaysian Nationality.
• Graduation is mandatory.
• Minimum 1 year of Quality Analyst experience in BPO.
• Must be willing to work onsite in Visio Kuala Lumpur, Malaysia.

Responsibilities

• Monitors, evaluates and audits a sampling of calls, chat, and email.
• Reports results to Quality Leadership, Operations, Client, and Account Management.
• Participates in calibration sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes.
• Maintains knowledge of client products and program strategies.
• Meets departmental productivity requirements (e.g., calls monitored, emails evaluated).

Skills

Verbal communication

Written communication

Interpersonal skills

Analytical abilities

MS Office

Education

Bachelor's degree

Tools

PowerPoint

Excel

Word

Job description

About Concentrix:

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector. Visit www.concentrix.com to learn more.

Role: Quality Analyst

Key Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Good verbal and written communication and interpersonal skills. Personnel should have competency in written and spoken local and English Language.
• Excellent Verbal and Written communications skills
• Proficient with Feedback & Coaching skills
• Must have the ability to work under pressure
• The applicant should be proficient with MS office (Powerpoint, Excel, Word)
• Drive for self-learning and knowledge enhancement
• Must have analytical abilities to analyses data, trends from effectiveness surveys
• Ability to multi-task and meet timelines on deliverable
• Detail-oriented

Requirements:

• Must be able to read, write, and speak Taiwanese fluently.
• Malaysian Nationality
• Graduation is mandatory.
• Minimum 1 years of Quality Analyst experience in BPO.
• Must be willing to work onsite in Visio Kuala Lumpur, Malaysia.