Quality Assurance Analyst - Petaling Jaya, Malaysia - Teleperformance

    Teleperformance
    Teleperformance Petaling Jaya, Malaysia

    2 weeks ago

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    Description

    Overview

    Job Summary
    If you are a person with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you

    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 in terms of written, reading and speaking
  • Able to start work immediately is preferred.
  • Responsibilities

    Key Responsibilities:

  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
  • Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Package, deliver, and at times present key findings and briefings.
  • Conduct evaluations to identify areas of improvement
  • Monitor, analyse & audit trainees' performance and call out any unusual trends
  • Identify training needs by working with operations team and QA