Quality Analyst - Native Japanese Speaker

Gratitude Inc

2022 Views

14 hours ago

3-5 Year(s)

RM 8 - RM 9 Thousand p.m

melaka (Ayer Keroh, Bemban, Durian Tunggal, Jasin, Kem Trendak)

Job Description

Key Skills

Japanese language Japenese japense

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Salary : 10k-11k MYR

Language Proficiency: English (B2 level) + Native Japanese

Location: Cyberjaya

ROLE : Quality Analyst cum Trainer

Rotational shifts

Role & Responsibilities:

I. Trainer

• Under the guidance of the class Trainer and supervision of the local Training Manager, the

Program Ready Trainer will facilitate the training of classes as required

• Apply effective presentation and facilitation skills including creative training techniques and

adult/accelerated learning techniques using a variety of training delivery modalities in a classroom

environment

• Present training materials through classroom learning, hands on demonstrations, and supporting

activities for technical, customer service, and sales accounts

• Assist in evaluating the performance of associates using tools available such as assessments,

playbook observations, etc. to the Trainer and Training Manager

• Convey timely performance information to the Trainer and Training Manager throughout the

training process/cycle

• Responsible for achieving individual training performance metrics

• Support the transition of trainees from training to production environment, ensuring competency

levels meet business needs

• Maintain current product knowledge for each account by taking calls, attending team meetings,

and side by side observations

• Participate in Concentrix and client training sessions as required

• Ensure effective, consistent communication with managers, peers, and other resource groups,

including day-to-day informal interaction with clients.

• Assist and participate in a positive learning culture under the guidance of the Training Manager to

include identifying and communicating areas for curriculum development/enhancement

opportunities

II. Sr. Quality Evaluator

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other

contact methods including chat and email

• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,

Operations, Client, Account Management, and Resource Unit partners)

• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations,

Program Management and clients to ensure scoring consistency and best practices

• Participates in internal quality audits (e.g. periodic audits of existing processes to determine

process control and efficiencies) designed to improve overall contact quality and recommend

changes

• Maintains strong program knowledge base; basic understanding of client products, services and/or

program strategies

• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,

Client, Account Management, and Resource Unit partners)

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number

of emails evaluated, etc.)

• Complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focus on review of key drivers, metrics and operational processes (including

Training) that drive Balanced Scorecards and count profitability goals

Generic & Behavioral Skills

At least 1 year experience in training facilitation and quality evaluation

Strong Communication Skills

• Must possess good English communication skills

• Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in

English

• Liaise with client partners on a regular basis

Bachelor’s Degree in related field from a four-year college or university with three to five years

of relevant experience preferred

Strong communication skills, both written and verbal

Proficient in Microsoft Office

Demonstrated ability to multi-task and meet timelines on deliverables

Self-starter, sense of urgency, and works well under pressure

Role

Billing Team Lead

Timings

Day Shift (Permanent)

Industry

Other

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Dancan Kazythreesixty

Recruiter - Gratitude Inc

NA, kenya

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