Quality Analyst

2 weeks ago


George Town, Penang, Malaysia Teleperformance Full time

Overview:
Job Summary

If you have 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
-
Minimum 1 years' experience as QA in call center

  • Must be proficienct 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 ontime, 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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