TNG Digital Hiring! Full Time Analyst, Quality Management (Junior Grade) in Federal Territory - Ricebowl

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

The incumbent is responsible for independently assessing inbound contact-centre interactions to ensure accurate, compliant, and customer-focused service. The primary goal is to identify quality gaps, monitor critical risks, support DSAT analysis, and provide actionable insights for coaching, training, and process improvement.

What You'll Do:

• Conduct structured quality evaluations of recorded and live inbound calls using approved scorecards and sampling plans.
• Assess customer authentication, information accuracy, communication quality, case documentation, process compliance, and resolution effectiveness.
• Identify critical errors, regulatory risks, or data-protection breaches and escalate findings immediately through the agreed governance process.
• Perform DSAT scrubbing and root-cause analysis across agent, process, product, policy, system, and customer-behaviour drivers.
• Provide clear, evidence-based feedback to Team Leaders and agents and track corrective actions to closure.
• Facilitate quality calibrations with Operations, Training, and relevant stakeholders to maintain scoring consistency.
• Produce weekly and monthly quality reports covering trends, recurring defects, high-risk themes, and recommended actions.
• Identify training needs, knowledge gaps, and process weaknesses based on quality findings and customer feedback.
• Maintain accurate monitoring records, audit trails, and supporting evidence while contributing to initiatives that reduce repeat contacts and DSAT.

Role Requirements:

• Minimum Diploma or Bachelor's Degree in Business Administration, Quality Management, Customer Service, or a related field.
• Minimum 2 years of contact-centre experience; quality monitoring, coaching, or complaint-review experience is preferred.
• Sound understanding of inbound call handling, customer verification, case documentation, and escalation requirements.
• Strong listening, analytical, and written-reporting skills.
• Ability to apply quality standards consistently and deliver objective feedback supported by clear evidence.
• Good spoken and written Bahasa Malaysia and English.
• Proficiency in Microsoft, presentation tools, call-recording platforms, and quality-monitoring systems.
• High integrity, discretion, and attention to detail when handling customer data and sensitive cases.
• Familiarity with DSAT analysis, complaint root-cause analysis, and quality calibration is an advantage.
• Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service operations is preferred.
• Exposure to BNM complaint handling, AMLA-related cases, fraud, or dispute operations is an advantage.

What you get:

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.