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Quality Assurance Analyst
TPKuala Lumpur, Kuala Lumpur, Malaysia19 jam yang lalu
Penerangan pekerjaanExperience in customer service or call monitoring is an advantage. Ability to evaluate linguistic nuances and cultural appropriateness across languages. Good written and verbal communication skills. Proficiency in QA tools, CRM systems, and MS Office / Google Workspace. Ability to work independently while collaborating with teams. Assess accuracy, professionalism, compliance, and overall service delivery. Document findings and ensure consistency in evaluation standards. Support team leaders / trainers in coaching and calibration sessions. Identify recurring issues and recommend corrective actions. Share insights with operations and management to drive improvements. Track and measure progress against defined quality KPIs. Suggest improvements to processes, scripts, and workflows based on QA findings. Participate in calibration sessions to align QA standards across the team.
Overview :
The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in Mandarin, Cantonese, and English. Based in Johor, the QA Analyst ensures that service standards are consistently met by reviewing agent performance, identifying improvement areas, and supporting coaching initiatives. This role is essential in maintaining customer satisfaction, compliance, and service excellence.
Qualifications :
- Education : Diploma / Degree in Business, Communications, Linguistics, or related field.
Experience :
1–3 years of experience in Quality Assurance, preferably in a BPO / contact center environment.
Language Proficiency :
Fluent in Mandarin, Cantonese, and English (spoken and written).
Skills :
Strong attention to detail and analytical mindset.
Responsibilities :
Quality Monitoring & Evaluation
Review calls, chats, and emails in Mandarin, Cantonese, and English.
Feedback & Coaching Support
Provide constructive feedback to agents to enhance performance.
Reporting & Analysis
Prepare and maintain QA reports, highlighting trends, gaps, and strengths.
Compliance & Process Improvement
Ensure adherence to client requirements, internal policies, and quality guidelines.
Buat amaran kerja untuk carian ini
Quality Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia
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