Process Improvement Analyst

4 days ago


Bayan Lepas, Penang, Malaysia Toll Group Full time

About Toll Group

Toll Group is a leading logistics and transport company that has been supporting its customers for over 130 years. We have a strong presence in 27 markets and a network spanning 150 countries.

The Opportunity

We are seeking a highly motivated Quality Assurance Analyst to join our team and contribute to driving quality and process improvement. As a detail-oriented professional, you will conduct quality audits, analyze agent performance data, and develop targeted training sessions.

Key Responsibilities

  1. 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.

Requirements

  1. Bachelor's degree or Diploma in any field.
  2. Strong Microsoft Excel skills, including data analysis and reporting.
  3. Excellent communication and interpersonal skills.
  4. Attention to detail and analytical abilities.
  5. Ability to maintain focus and accuracy with repetitive tasks.
  6. A positive attitude and willingness to learn and grow.


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