Quality Analyst - English Speaker
- Kuala Lumpur, Malaysia
- Full time
- 4000-6000 MYR/Monthly
The Quality Assurance Analyst is responsible for reviewing and auditing interactions, email and telephone interactions along with reviewing and investigating customer survey responses where applicable. The analyst will also be responsible for facilitating calibration/group sessions regarding our quality program.
A Quality Assurance Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the various programs. The role would also be involved in the overall quality of the customer interactions, making improvement recommendations to the Program Lead or direct manager and monitors the result of stated recommendations.
High school degree required, College degree preferred
Minimum 2 years of experience in quality assurance
Minimum 1.5 years account management experience
Minimum 1.5 years, experience in BPO environment.
Experience working in a general CRM environment is preferred.
Excellent communication skills both verbal and written in local language and English.
Develops and maintain plans, strategies, and cases, while performing all activities including functional, system, regression, performance, and productivity behavior
Creates, maintains, performs, and upgrade scripts for specific products as well as analyzes cases and provides regular progress reports
Analyzes results to ensure existing functionality and recommends corrective action
Participates in the development and dissemination of Quality Assurance standards
Develops and maintains automated regression and performance
Completes forms, reports, procedures, and functions as necessary during the development process
Training will be provided
Annual leave - 12-16 days
Medical & Hospitalization Leave
Medical Coverage/ Reimbursement
International working environment
Working Location :
Nearby Ampang Park - LRT Station
Working Days :
Fixed working hour ; Five days (Replacement leave for public holiday)
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