Quality Assurance Analyst

2 weeks ago

Kuala Lumpur, Malaysia Brandt International Sdn Bhd Full time

**OVERALL PURPOSE OF JOB** The responsibility of the Quality Analyst performs quality inspection, documents findings by following required audit process and procedures, provides trend analysis, and participates in audit calibration processes where required **DUTIES AND RESPONSIBILITIES**: - Performs quality inspection, documents findings by following required audit process and procedures to a team of agents focusing on their work quality. - Provides trend analysis, and participates in audit calibration processes where required - Ensures the desired quality standards are reached by sharing the audit results on a defined frequency - Creates error trend analysis, scorecards and proposes immediate action plans to operations and conduct training refresher if needed - Responsible for confirming, managing and improving compliance with Quality Framework and/or quality certifications using methodology - Develop and maintain quality audit processes/procedures - Acts as point of contact for updates on knowledge and procedures - Retain skills in functional area of expertise through frequent "on the role" experiences and ongoing education, training and certification - Ensure high quality work products and processes, e.g. auditing and coaching - Fact based findings followed - Independence in audits - Comply with standards, procedures and policies and where relevant the client's policies and practices **KEY QUALIFICATIONS/SKILLS** - Graduate with 2-3 years of working experience - 1 - 2 years experience in Operations with excellent quality metrics - Ability to motivate teams and rally the group toward organizational goals - Excellent oral and written communication skills. - Passion for learning and creative problem-solving. - Good knowledge of Training strategy and facilitation - Analytical frame of mind.

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