What are the responsibilities and job description for the Quality Assurance Analyst - Malay (Thailand) position at Teleperformance?
Qualifications
- Minimum bi-lingual proficiency and above is preferred (English).
- Language proficiency in English & Malay is mandatory
- Proven experience as corporate Qualit assurance or TQA
- Understanding of effective Quality KRAs (Key responsibilities areas)
- Willingness to keep abreast of new techniques in corporate Quality
- Proficient in MS Office (Advance skills in Excel and Powerpoint); e-learning software will be an asset
- Phenomenal communication, presentation and public speaking skills
- Organizational and time management abilities
- Critical thinking, analytical and decision making abilities
Responsibilities
- Evaluations (Audit & DSATs) to identify if we can appeal (Results for iQA)
- Share feedback with the agents on all people related defects (Quality Audits – CC, BC and Cc) and DSATs (Agent Related)
- Conduct training and refreshers
- Support and mentor new employees
- Help operations on key metrics performance (Sharing insights & suggest action plan)
