Quality Analyst - Mandarin

Overview

We are looking for a Quality Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required.

Qualifications

• Bachelor’s degree or equivalent diploma in any discipline.
• Candidate must be able to work on rotational shift (3 shift / 5 working days).
• Minimum 1 years’ experience as QA in call center.
• Proficiency in Mandarin and English (spoken and written).
• Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
• Able to start work immediately is preferred.

Responsibilities

• Conduct root cause and other data analysis.
• Conduct QA evaluations per client requirements and provides QA progress reports to team lead.
• Act as escalation point of contact for process questions, issues and resolution.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Participate as project team member in problem prevention and continuous improvement projects.