Quality Assurance Analyst (Entry-Level - Fresh Graduates Welcome!)

Toll Group; Bayan Lepas; On-site; MYR 35,000 - 55,000; Full time

Job summary

Toll Group is seeking a detail-oriented Quality Assurance Analyst to drive quality and process improvements. Responsibilities include conducting quality audits, analyzing performance data, and developing training sessions for agents. Candidates should have strong Excel skills, excellent communication, and attention to detail. This role represents a key part in supporting essential services globally.

Qualifications

• Proficiency in data analysis and reporting through Microsoft Excel.
• Strong communication and interpersonal skills are crucial.
• Recent graduates are encouraged to apply.

Responsibilities

• Conduct regular quality control audits of agent interactions.
• Analyze agent performance data to identify trends and areas of weakness.
• Generate accurate and timely quality reports.

Skills

Attention to Detail

Analytical Abilities

Communication Skills

Interpersonal Skills

Proficiency in Microsoft Excel

Education

Bachelor's degree or Diploma

Job description

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members support over 20,000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are part of Japan Post. For more information, visit www.tollgroup.com.

The Opportunity

We are seeking a detail-oriented and analytical Quality Assurance Analyst. This role is ideal for candidates eager to drive quality and process improvements within our operations.

Key Responsibilities:

• Quality Audits:
  • Conduct regular quality control audits of agent interactions, identifying errors and areas for improvement.
  • Provide consistent, constructive coaching to agents, focusing on specific error patterns and best practices.
• Performance Improvement and Training:
  • Analyze agent performance data to identify trends and areas of weakness.
  • Develop and deliver targeted training sessions for low-performing agents, focusing on practical skills and knowledge.
• Process Improvement and Reporting:
  • Analyze operational processes and identify opportunities for improvement, providing actionable suggestions to the team.
  • Generate accurate and timely quality reports, presenting data clearly and concisely.
  • Utilize and maintain Excel spreadsheets for reporting and data analysis.
  • This role involves repetitive tasks such as audits and reporting, requiring a consistent and thorough approach.

What You'll Need to Succeed:

• Bachelor's degree or Diploma in any field (recent graduates encouraged to apply).
• Strong proficiency in Microsoft Excel (data analysis, reporting, and basic formulas).
• Excellent communication and interpersonal skills.
• Strong attention to detail and analytical abilities.
• Ability to maintain focus and accuracy with repetitive tasks.
• A positive attitude and willingness to learn and grow.

What Moves You?

At Toll, you can help play a vital role in delivering what matters—supporting essential services like food, fuel, medicine, and rescue operations. We see change as an opportunity to be curious, ask questions, and build meaningful connections. Our passionate team collaborates in friendly, caring environments, supported by approachable leaders who empower quick decision-making. We offer industry-leading training and diverse challenges to help you grow.

If you're interested but worried about meeting all requirements, we encourage you to apply. We value diversity and inclusion, and if your skills align with our needs, you may be just the right candidate.

Everyone at Toll is welcome, including all ages, ethnicities, genders, and abilities.

For more about us, visit www.careers.tollgroup.com. You must be authorized to work in Malaysia and willing to undertake pre-employment checks, including criminal and medical assessments.