Quality Assurance Analyst

10 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia TP Full time

Overview:

The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in Mandarin, Cantonese, and English. Based in Johor, the QA Analyst ensures that service standards are consistently met by reviewing agent performance, identifying improvement areas, and supporting coaching initiatives. This role is essential in maintaining customer satisfaction, compliance, and service excellence.

Qualifications:

  • Education: Diploma/Degree in Business, Communications, Linguistics, or related field.

  • Experience:

  • 1–3 years of experience in Quality Assurance, preferably in a BPO/contact center environment.

  • Experience in customer service or call monitoring is an advantage.

  • Language Proficiency:

  • Fluent in Mandarin, Cantonese, and English (spoken and written).

  • Ability to evaluate linguistic nuances and cultural appropriateness across languages.

  • Skills:

  • Strong attention to detail and analytical mindset.

  • Good written and verbal communication skills.
  • Proficiency in QA tools, CRM systems, and MS Office/Google Workspace.
  • Ability to work independently while collaborating with teams.

Responsibilities:

  • Quality Monitoring & Evaluation

  • Review calls, chats, and emails in Mandarin, Cantonese, and English.

  • Assess accuracy, professionalism, compliance, and overall service delivery.
  • Document findings and ensure consistency in evaluation standards.

  • Feedback & Coaching Support

  • Provide constructive feedback to agents to enhance performance.

  • Support team leaders/trainers in coaching and calibration sessions.
  • Identify recurring issues and recommend corrective actions.

  • Reporting & Analysis

  • Prepare and maintain QA reports, highlighting trends, gaps, and strengths.

  • Share insights with operations and management to drive improvements.
  • Track and measure progress against defined quality KPIs.

  • Compliance & Process Improvement

  • Ensure adherence to client requirements, internal policies, and quality guidelines.

  • Suggest improvements to processes, scripts, and workflows based on QA findings.
  • Participate in calibration sessions to align QA standards across the team.

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