Training & Quality Analyst (Mandarin) - Kuala Lumpur

• Degree in any discipline

• Permanent Night Shift
• 3 years customer service experience with minimum 2 years training experience
• Minimum 1 year of Training & Quality Analyst experience
• Fast learner and independent
• Language proficiency in Mandarin & English is mandatory

• 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