Enable job alerts via email!

Quality Analyst (AC) - English Malay - Penang

Teleperformance

Dunoon

On-site

GBP 60,000 - 80,000

Full time

5 days ago

Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

An established industry player is seeking a detail-oriented professional to join their team in Dunoon. This role involves ensuring compliance with client guidelines, conducting thorough data analysis, and identifying opportunities for improvement within the eCommerce environment. As a Subject Matter Expert, you will monitor agent performance, coach team members, and act as a point of contact for process-related queries. If you have a knack for analytical thinking and a passion for quality assurance, this opportunity could be your next career move!

Strong analytical and critical thinking skills are essential.
Proficiency in English and Mandarin is required.

Ensure transactions follow client guidelines and conduct data analysis.
Identify improvement opportunities and coach the team on action plans.

Analytical/critical thinking skills

English language proficiency

Mandarin language proficiency

Presentation skills

Account Management background

Qualifications

Minimum Skills to Hire:

Analytical/critical thinking skills
English & Mandarin language proficiency
Presentation skills
Account Management background

Responsibilities

• Ensuring the transactions by the associates are as per client guidelines

• Conduct root cause and other data analysis.

• Participate as project team member in problem prevention and continuous improvement projects.

• Identify improvement opportunities within the eCommerce environment.

• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation.

• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.

• Act as escalation point of contact for process questions, issues, and resolution.

• Act as Subject Matter Expert (SME) for QA evaluations.

• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA.

• Coach the team on defect & design effective action plan if required.

Get your free, confidential resume review.

or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.