Job Description: Review and take recording/ data sampling from agents Analyse and evaluate agents' job performance based on data and recommend action Provide reports related to the quality score of all agents routinely Provide treatment for agents (coaching/ observation) Regular calibration with the Quality Assurance team, trainers, and team lead Work collaboratively with other stakeholders such as Compliance for regulatory updates Handle ad hoc Quality Assurance-related works Carry out an investigation task if required and analyse findings Requirements: Bachelor's degree in any major Minimum 1 year of working experience as a Quality Assurance Able to operate Ms. Office (Ms. Excel, Ms. Word, Ms. PowerPoint) Strong analytical thinking and problem-solving skills Good communication skills Good teamwork, adaptability, and agility
