Quality Analyst - Mandarin - KL (Hospitality)

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

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.

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

Preferred Qualifications

Phenomenal communication, presentation and public speaking skills

Organizational and time management abilities

Critical thinking, analytical and decision making abilities

People management

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