The Role
Conduct quality assurance evaluations for customer service operations, analyze root causes and performance data, prepare QA progress reports, resolve process-related questions, serve as a QA subject matter expert, and support problem prevention and continuous improvement projects.
Summary Generated by Built In
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 Cantonese 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.
Skills Required
- Bachelor's degree or equivalent diploma in any discipline
- Minimum 1 year of experience as a quality analyst in a call center
- Proficiency in spoken and written Cantonese and English
- Ability to work rotational shifts, including three shifts across five working days
- Able to start work immediately
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The Company
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
