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Quality Assurance Supervisor (AC) - English Malay - Penang

Teleperformance

Dunoon

On-site

GBP 80,000 - 100,000

Full time

6 days ago

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An established industry player is seeking a detail-oriented analyst to enhance operations in a dynamic contact center environment. In this role, you will leverage your analytical skills and language proficiency to construct insightful reports and identify trends, ultimately driving improvements in performance. You'll collaborate closely with teams to define strategies that address business challenges and present key findings that influence decision-making. If you thrive in a fast-paced environment and are passionate about making a tangible impact, this opportunity is perfect for you.

Strong analytical skills with proficiency in English and additional languages.
Experience in content moderation and effective presentation abilities.

Construct searches and reports for automated analysis in a contact center.
Make recommendations to solve critical business problems creatively.
Monitor and analyze trainees’ performance to identify improvement areas.

Analytical/critical thinking skills

English proficiency

Bahasa Malay language proficiency

Mandarin language proficiency

Presentation skills

Content moderation background

Qualifications

Minimum Skills to Hire:

Analytical/critical thinking skills
English & Bahasa Malay language proficiency
English & Mandarin language proficiency for 1 SG
Presentation skills
Content moderation background

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

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