Quality Assurance Analyst
6 days ago
About Toll Group
At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com
The Opportunity
We are seeking a detail-oriented and analytical Quality Assurance Analyst. This role is ideal for candidate with eager to drive quality and process improvement 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 in a clear and concise manner.
- Utilize and maintain excel spreadsheets for reporting and data analysis.
- Recognize that this role includes repetitive tasks such as audits and reporting, requiring a consistent and thorough approach.
What You'll Need To Succeed
- Bachelor's degree / 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 a willingness to learn and grow.
What moves you?
At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.
Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you're interested in this role but your past experience doesn't align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.
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