Quality Analyst

3 weeks ago


George Town, 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 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



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