Quality Analyst - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer support provider located in Penang, Malaysia, is seeking a Quality Assurance (QA) analyst. The role involves conducting data analysis, performing QA evaluations, and assisting in process improvement projects. Candidates must hold a bachelor's degree, have at least one year of QA experience in a call center, and be proficient in both English and Cantonese. Immediate availability is preferred in this rotating shift position.

Qualifications

• Minimum 1 year experience as QA in call center.
• Proficiency in English and Cantonese.
• Able to start work immediately is preferred.

Responsibilities

• Conduct root cause and data analysis.
• Provide QA evaluations and reports.
• Serve as SME for QA evaluations.
• Participate in continuous improvement projects.

Skills

Data analysis

Quality Assurance (QA)

Problem-solving

Communication skills

Education

Bachelor’s degree or equivalent diploma

Job description

Key Responsibilities

• Conduct root cause and other data analysis
• Conduct QA evaluations per client requirements and provides 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

Main Requirements

• 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
• Must be proficiency in English & Cantonese in terms of written, reading and speaking
• Able to start work immediately is preferred.