Quality Supervisor - English - KL (Hospitality)

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• 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

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 Skills to Hire:
• Fast learner who requires minimal supervision

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

• Language proficiency in English is mandatory. Proficiency Mandarin / Japanese / Korean are preferred.
• Hospitality and Customer service 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