Quality Analyst - Mandarin - KL (Hospitality)

Qualifications

A. Minimum Education Requirement

Degree in any discipline

B. Minimum Relevant Work Experience

• For Internal - Minimum 1 year of Quality Analyst experience / Being in the TPMY team is desired

• For External - Minimum 1 year of Quality Analyst experience on papers and Hospitality background.

C. Skills

• Fast learner who requires minimal supervision

• Minimum bi-lingual proficiency, tri-lingual and above is preferred

• Language proficiency in Mandarin and English is mandatory

• Travel / Hospitality customer service background

• Analytical/critical thinking skills

• Presentation skills

• Account Management background

D. Preferred Qualifications

• Phenomenal communication, presentation and public speaking skills

• Organizational and time management abilities

• Critical thinking, analytical and decision making abilities

• People management

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

• Deep Dive & trend analysis on defects on completed transactions