Quality Analyst - Mandarin - KL (Hospitality)

Ensure associate transactions align with client guidelines by conducting root cause and data analysis on completed transactions. Monitor agent performance to identify unusual trends, training needs, and improvement opportunities within the eCommerce environment. Act as the escalation point for process issues, serving as the Subject Matter Expert for QA evaluations while providing progress reports to Team Leads. Coordinate with Operations managers and Team Leads to maintain consistent quality measurements and coach the team on defect resolution. Participate in project teams focused on problem prevention and continuous improvement initiatives. Maintain bi-lingual proficiency in Mandarin and English to facilitate communication across the hospitality team.