Conduct quality assurance evaluations, root-cause and data analysis, and progress reporting for a customer service team. Serve as an escalation point and QA subject matter expert, provide process guidance, and support problem prevention and continuous improvement projects. The role requires rotational shift work, proficiency in Malay and English, and the ability to start immediately.
Overview
We are looking for a Quality Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.
Qualifications- 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.
- Proficiency in Malay and English (spoken and written).
- Able to start work immediately is preferred.
- 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.
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