Qualifications:
B. Minimum Relevant Work Experience
C. Minimum Skill Requirements
D. Skills
E. Preferred 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
C. Minimum Skill Requirements
- Fast learner who requires minimal supervision
D. Skills
- Minimum bi-lingual proficiency, tri-lingual and above is preferred.
- Language proficiency in Mandarin and English are mandatory.
- Hospitality and Customer service background
E. Preferred Qualifications
- Phenomenal communication, presentation and public speaking skills
- Organizational and time management abilities
- Critical thinking, analytical and decision making abilities
- People management
- 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