Quality Analyst

7 days ago

Cheras, Malaysia Transcosmos Malaysia Sdn Bhd Full time

**Key Responsibilities**:
1. Quality Assurance & Compliance
- Monitor customer interactions to ensure compliance with Standard Operating Procedures (SOPs),customer service guidelines, and process standards.
- Evaluate agent performance through regular call audits and provide constructive feedback. Identify quality gaps and design corrective training or coaching interventions.

2. Coaching & Performance Management
- Deliver one-on-one and group coaching sessions to improve agent performance.
- Develop personalized improvement plans to address skill or compliance deficiencies.
- Partner with Team Leaders and Ops to track progress and align performance goals.

3. Calibration & Collaboration
- Facilitate calibration sessions to ensure consistency in QA scoring and evaluation.
- Collaborate closely with Operations, Training, and Client teams to maintain service excellence.
- Analyse QA and training data to generate actionable insights and drive process improvements.

4. Reporting & Continuous Improvement
- Maintain detailed records of training sessions, QA evaluations, coaching interventions, and outcomes.
- Generate reports for internal and external stakeholders on performance, quality metrics, and training effectiveness.
- Stay updated with industry trends, tools, and training methodologies to continuously improve program quality.

**Location**:Sunway Visio Tower

**Job Type**: Permanent

Pay: RM5,000.00 - RM5,500.00 per month

**Benefits**:

- Health insurance
- Professional development

**Experience**:

- QA: 1 year (required)

**Language**:

- Mandarin (required)

Work Location: In person

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