Quality Analyst

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Teleperformance Full time 40,000 - 60,000 per year


Qualifications

A. Minimum Education Requirement

Degree in any discipline

B. Minimum Relevant Work Experience


• For Internal - Minimum 1 year of Quality Analyst experience / Being in the TPMY team is desired


• For External - Minimum 1 year of Quality Analyst experience on papers and Hospitality background.

C. Skills


• Fast learner who requires minimal supervision


• Minimum bi-lingual proficiency, tri-lingual and above is preferred


• Language proficiency in Mandarin and English is mandatory


• Travel / Hospitality customer service background


• Analytical/critical thinking skills


• Presentation skills


• Account Management background

D. Preferred Qualifications


• Phenomenal communication, presentation and public speaking skills


• Organizational and time management abilities


• Critical thinking, analytical and decision making abilities


• People management



Responsibilities


• Ensuring the transactions by the associates are as per client guidelines


• Conduct root cause and other data analysis


• Participate as project team member in problem prevention and continuous improvement projects


• Identify improvement opportunities within the eCommerce environment


• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation


• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads


• Act as escalation point of contact for process questions, issues, and resolution


• Act as Subject Matter Expert (SME) for QA evaluations


• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA


• Coach the team on defect & design effective action plan if required


• Deep Dive & trend analysis on defects on completed transactions


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