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Quality Analyst - Mandarin - KL (Hospitality)
Teleperformance USAKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionFor 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. 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 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
Minimum Education
Degree in any discipline
Minimum Relevant Work Experience
Skills
Preferred Qualifications
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Quality Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia