Posted 3 days ago
Quality Analyst - PenangTeleperformance
Quality Analyst - Penang
MYRemoteFull-time
AI Summary
Conducts quality assurance evaluations of call center interactions per client requirements and reports progress to the team lead. Performs root cause and data analysis and serves as escalation point and subject matter expert for process issues.
About this role
Qualifications
Main Requirements:
- 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
- Must be proficiency in English & Cantonese in terms of written, reading and speaking
- Able to start work immediately is preferred.
Responsibilities
Key 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
Skills
Call Center OperationsCantoneseContinuous ImprovementData AnalysisEnglishProcess EscalationQA ReportingQuality Assurance EvaluationRoot Cause Analysis
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