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Quality Analyst - Mandarin - KL (Hospitality)
TeleperformanceKuala Lumpur, Kuala Lumpur, MY30+ days ago
Job descriptionFast 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 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 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
Qualifications
A. Minimum Education Requirement
Degree in any discipline
B. 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
C. Skills
D. Preferred Qualifications
Responsibilities
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Quality Analyst • Kuala Lumpur, Kuala Lumpur, MY