Quality Assurance Analyst — Data-Driven Quality & Improvements

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 52,000 - 80,000; Full time

Job summary

TNG Digital Sdn Bhd is seeking a Quality Assurance Analyst in Kuala Lumpur to assess and document interactions, ensuring alignment with quality standards. You will report deviations, assist in CAPA, monitor trends, and support calibration sessions to improve service quality.

Ideal candidates have 4+ years in quality management within call centers or service sectors and strong Excel/Office skills, plus English and Malay fluency; Mandarin/Cantonese is a plus.

Qualifications

• Requires at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
• At least 4 years of experience in a call centre environment or service sector.
• Preferably 2+ years in quality management or quality assurance.
• Advanced proficiency in Excel, Word, PowerPoint, and Outlook.
• Strong analytical, detail-oriented with good reporting and interpretation skills.
• Excellent written and verbal communication in English and Malay; Mandarin/Cantonese a plus.

Responsibilities

• Conduct and document regular inspections and audits to ensure quality standards and regulatory compliance.
• Report deviations and assist in corrective and preventive actions.
• Perform interaction monitoring, provide trend data and quality reports to the reporting manager.
• Coordinate calibration sessions for careline and SEAL; track performance at team and individual levels.
• Stay updated on industry standards and best practices; assist service delivery via multiple channels.

Skills

Analytical thinking

Attention to detail

English language

Malay language

Multi-tasking

Problem solving

Education

Diploma or Bachelor's degree

Tools

Excel

Word

PowerPoint

Outlook

Job description

TNG Digital Sdn Bhd is seeking a Quality Assurance Analyst in Kuala Lumpur to assess and document interactions, ensuring alignment with quality standards. You will report deviations, assist in CAPA, monitor trends, and support calibration sessions to improve service quality.

Ideal candidates have 4+ years in quality management within call centers or service sectors and strong Excel/Office skills, plus English and Malay fluency; Mandarin/Cantonese is a plus.