Telemarketing Quality Analyst — Call Coach & Insights

Startek; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading outsourcing company seeks a detail-oriented Quality Analyst (Telemarketing) in Malaysia to enhance the quality of outbound sales calls. The ideal candidate will monitor performance, ensure compliance, and provide coaching to agents. Responsibilities include call evaluation, complaint investigation, and generating performance reports. This role requires strong analytical skills and attention to detail, with a certification in quality assurance being essential.

Qualifications

• Certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.
• Proven work experience as a Quality Analyst or similar role.
• Experience in quality inspection, auditing, and testing.

Responsibilities

• Monitor and evaluate outbound sales calls for quality assurance.
• Conduct coaching and training for new recruits and team leaders.
• Generate and analyze reports on call quality and performance.

Skills

Analytical skills

Attention to detail

Communication skills

Problem-solving skills

MS Excel

Education

PCEIA certification

Job description

A leading outsourcing company seeks a detail-oriented Quality Analyst (Telemarketing) in Malaysia to enhance the quality of outbound sales calls. The ideal candidate will monitor performance, ensure compliance, and provide coaching to agents. Responsibilities include call evaluation, complaint investigation, and generating performance reports. This role requires strong analytical skills and attention to detail, with a certification in quality assurance being essential.