Full TimeENAsia/Pacific
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
• 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
