Overview

Job SummaryIf you are possess 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

Requirements

• Minimum of 1 year of experience as a Quality Analyst Supervisor.
• Mandatory language proficiency in Bahasa Melayu, English, and Mandarin.
• Experience in preparing and presenting written project status reports and executive briefings.
• Exceptional communication, presentation, and public speaking skills.
• Strong organizational and time management abilities.

Responsibilities

Key Responsibilities:

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
• Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
• Ensuring timely completion of all client deliverables.
• Prepare reports, analysis, trend & run project when required to improve quality performance.
• 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 random evaluations to identify areas of improvement as necessary.
• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
• Identify training needs by working with operations team and QA.