Conducts quality assurance evaluations for customer service operations, performs root-cause and data analysis, prepares progress reports, supports process escalations, serves as a QA subject matter expert, and contributes to problem prevention and continuous improvement projects.
Overview
We are looking for a Quality Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.
Qualifications- Bachelor’s degree or equivalent diploma in any discipline.
- Candidate must be able to work on rotational shift (3 shift / 5 working days).
- Minimum 1 years’ experience as QA in call center.
- Proficiency in Malay and English (spoken and written).
- Able to start work immediately is preferred.
- Conduct root cause and other data analysis.
- Conduct QA evaluations per client requirements and provides QA progress reports to team lead.
- Act as escalation point of contact for process questions, issues and resolution.
- Act as Subject Matter Expert (SME) for QA evaluations.
- Participate as project team member in problem prevention and continuous improvement projects.
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Conducts quality evaluations, root-cause and data analysis, QA progress reporting, and process guidance for a customer service team. Serves as an escalation contact and QA subject matter expert, while supporting problem prevention and continuous improvement initiatives. The role requires rotational shift availability, Malay and English proficiency, and at least one year of call-center QA experience.
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