Overview
Senior Associate, Quality Assurance Analyst | TNG Digital Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Touch ‘n Go Group
Title: Senior Associate, Quality Assurance Analyst | TNG Digital
Company: Touch ‘n Go Group
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP
We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.
JOB BRIEF
As a QA Analyst in the Fraud Operation team, you will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions across inbound and outbound touchpoints. You will ensure adherence to internal processes, fraud handling protocols, and regulatory requirements. Your role is pivotal in identifying performance gaps, recommending improvements, and driving consistency and excellence across the careline to ensure the highest level of service and user protection.
JOB RESPONSIBILITIES
Perform regular quality sampling for both new and existing agents across voice, email, and live chat channels to ensure process compliance, accuracy, and service excellence.
Conduct root cause analysis (RCA) on quality markdowns and categorize issues under system, process, or agent-related errors: System – Identify potential for system enhancements or user interface limitations. / Process – Highlight gaps, inefficiencies, or inconsistencies in the current SOPs. / Agent – Recommend coaching, refresher, or upskilling sessions.
Analyze DSAT/CSAT metrics and feedback to extract insights from user sentiment, communication breakdowns, or operational bottlenecks.
Consolidate and manage sampling data, QA forms, call recordings, and audit logs to ensure traceability and integrity of QA reviews.
Collaborate closely with Careline QA counterparts to align on macro usage and ensure standardized communication templates / standard party line (SPLs) across teams and channels.
Participate in calibration sessions with leadership, team leaders, and trainers to ensure scoring consistency and process clarity.
Provide structured reports and presentations to management, including QA trends, agent performance, common gaps, and recommended actions for improvement.
Proactively contribute to knowledge base accuracy and ensure any process or system changes are incorporated into QA checkpoints.
Support quality-driven initiatives, campaigns, and special projects aimed at enhancing fraud careline performance and compliance.
JOB REQUREMENTS
Minimum Diploma, Advanced Diploma, or Bachelor’s Degree in any discipline.
At least 1 – 3 years of experience in a contact center QA, fraud, or risk-related environment.
Strong analytical skills with the ability to interpret data and translate findings into actionable recommendations.
Familiarity with root cause analysis (RCA) and performance attribution models.
Detail-oriented with strong documentation and reporting capabilities.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite (especially Excel and PowerPoint); familiarity with QA systems and dashboards is a plus.
A collaborative and objective mindset, with the ability to give and receive feedback professionally.
We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you’re ready to take the next step, apply now!
Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [email protected]
Note: Only shortlisted candidates will be contac…
