Quality Assurance Analyst - Contact Center & DSAT Insights

TNG Digital Sdn Bhd; Kuala Lumpur; Hybrid; MYR 48,000 - 72,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur seeks an Analyst, Quality Management to independently assess inbound contact-centre interactions to ensure accurate, compliant, and customer-focused service. The role focuses on identifying quality gaps, monitoring critical risks, supporting DSAT analysis, and delivering actionable insights for coaching and process improvement.

You will conduct structured quality evaluations of calls, assess verification, documentation, and adherence to policies, and provide

Qualifications

• Proven experience in quality monitoring or customer service.
• Experience with DSAT analysis and coaching insight is preferred.
• Strong evidence-based feedback with data to support findings.

Responsibilities

• Independently assess inbound interactions using approved scorecards.
• Identify quality gaps, regulatory risks, or data-protection issues.
• Escalate critical findings through governance processes.
• Perform DSAT scrubbing and root-cause analyses across drivers.
• Provide actionable feedback to leaders and agents with corrective actions.
• Coordinate quality calibration sessions to maintain consistency.

Skills

Listening skills

Analytical thinking

Written reporting

Quality feedback

Education

Diploma/Bachelor's Degree in related field

Tools

Call recording platforms

Quality monitoring systems

Microsoft Office

Job description

TNG Digital Sdn Bhd in Kuala Lumpur seeks an Analyst, Quality Management to independently assess inbound contact-centre interactions to ensure accurate, compliant, and customer-focused service. The role focuses on identifying quality gaps, monitoring critical risks, supporting DSAT analysis, and delivering actionable insights for coaching and process improvement.

You will conduct structured quality evaluations of calls, assess verification, documentation, and adherence to policies, and provide