The Role
Conducts call-center quality evaluations, root-cause and data analysis, QA progress reporting, and process issue resolution. Serves as the QA subject matter expert and escalation contact while supporting problem prevention and continuous improvement projects. Requires rotational shift availability, strong English proficiency, a bachelor’s degree or equivalent diploma, and at least one year of call-center QA experience.
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 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
- Ability to work rotational shifts, including three shifts across five working days
- At least one year of experience as a quality analyst in a call center
- Proficiency in spoken and written English
- Immediate availability to start work
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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.
