Quality Analyst and Team Lead
6 months ago
**Quality Analyst / Team Lead**
Shift Role**:24/7, 9 hours per shift.**
Location: Bayan Lepas,Penang
**Responsibilities**:
- Construct searches and reports designed for automated analysis and topic identification in
- recorded conversations from a contact centre environment.
- Make recommendations and define strategies that solve critical business problems, through
- both established industry best practices and creative innovations.
- Ensuring timely completion of all client deliverables.
- Prepare reports, analysis, trend & run project when required to improve quality performance.
- 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 random evaluations to identify areas of improvement as necessary.
- Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
- Identify training needs by working with operations team and QA
**Job Types**: Full-time, Permanent
**Salary**: RM4,500.00 - RM7,000.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to Commute:
- Bayan Lepas (required)
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