Quality Analyst

4 days ago

Ara Damansara Selangor, Malaysia Startek Malaysia Full time

We need your help to:

  • Conduct call monitoring and evaluation to ensure quality and compliance.

  • Investigate and document complaint cases, developing and implementing effective action plans.

  • Retrieve and deliver complaint call records upon client request.

  • Conduct side-by-side coaching for both site Ara and AML HQ to enhance performance.

  • Offer timely feedback to agents to address and rectify repeated errors.

  • Ensure the effective implementation of action plans on a monthly basis.

  • Represent the team on the call floor during Team Leader absences to handle CCC inquiries.

  • Assist for Welcome Call Negative Comment.

  • Train new recruits / QA / TL on Quality Benchmark

  • Track and ensure compliance with corrective actions taken.

  • Identify and report key process issues, ensuring corrective actions are taken from the client's side.

  • Maintain compliance with monitoring and feedback processes, meeting audit targets.

  • Minimize variation in calibration processes to ensure consistency.

  • Generate and analyze daily, monthly, and year-to-date reports on call quality, productivity, and

availability metrics.

  • Prepare raw data presentation decks and provide data-driven insights for business reviews.

Your superpower will be:

  • QA must be certified with the PCEIA (Pre-Contract Examination for Insurance Agents) certificate.

  • Proven work experience as a Quality Analyst or similar role

  • Experience in quality inspection, auditing, and testing.

  • Excellent communication skills, both written and verbal

  • Good skills in MS Excel

  • Strong analytical and problem-solving skills

  • Meticulous attention to detail

The Perks:

  • Support to get low cost accommodation, nearby to office / walking distance

  • Railway station (Ara Damansara LRT station) at walking distance

  • Company shuttle van provided

  • Domestic airport (Subang Airport), Shopping malls, Gym facilities, Cinema, Hospital & clinics,

Restaurants nearby the vicinity

  • Medical Insurance provided (Extended to spouse & children below 18 years old), Dental benefit to

employee

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