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Quality Assurance Analyst

Quality Assurance Analyst

Beyondsoft MalaysiaNovotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia
13 jam yang lalu
Penerangan pekerjaan

Company Description

Founded in 1995, Beyondsoft is an integrated provider of IT solutions and consultancy with over 40 global delivery centers across Asia, South and North America, as well as Europe. Beyondsoft (Malaysia) Sdn. Bhd., established in 2019, offers IT consulting and solution services across various industries, including banking, finance, insurance, high technology, internet, retail, logistics, energy, manufacturing, and medical. Our goal is to empower clients with world-class business solutions and emerging technologies. We are proud to have received ISO 27001 : 2013 certification in August 2022.

Role Description

  • Standardize and maintain the internal QA monitoring system for the client services team.
  • Implement QA strategy with scalable processes and systems to efficiently monitor overall

team performance accuracy and status.

  • Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop

    • improvement plans, and collaborate with relevant teams to raise service standards.

  • Proactively identify new methods to improve QA processes, and coordinate with CS and

    • training.

  • Provide QA driven insights and innovative ideas to streamline workflows, ensuring higher

    • efficiency and effectiveness.

    Requirements :

  • SPM with at least 3–4 years of QA experience in a customer service environment (email

    • and call support).

  • Familiar with call center operations; hands-on experience with email and call channels is

    • a must; able to handle recordings, quality checks, and shift arrangements.

  • Experience in continuous improvement : capable of setting service quality goals, driving

    • higher client satisfaction, and conducting root cause analysis.

  • Able to work under pressure and adapt to a fast-paced environment; demonstrate strong

    • responsibility, proactive service mindset, problem-solving, and delivery skills.

    Buat amaran kerja untuk carian ini

    Quality Analyst • Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia