Quality Assurance Analyst
2 days ago
Purpose Working primarily with Content Moderators and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each interaction.
Job Scope
- 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.
**Job Type**: Permanent
**Salary**: RM4,000.00 - RM5,500.00 per month
Schedule:
- Day shift
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