Quality Assurance Analyst
1 week ago
Apply locations Bayan Lepas time type Full time posted on Posted 2 Days Ago job requisition id R000071210
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 candidates 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.
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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