Quality Assurance Analyst

3 weeks ago


George Town, Malaysia Teleperformance Full time

Overview

Job Summary
If you are a person with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you

Qualifications

Main Requirements:

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 Must be proficiency in English in terms of written, reading and speaking Able to  start work immediately  is preferred.

Responsibilities

Key Responsibilities:

Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment. Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations. Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. Package, deliver, and at times present key findings and briefings. Conduct evaluations to identify areas of improvement Monitor, analyse & audit trainees’ performance and call out any unusual trends Identify training needs by working with operations team and QA

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