Senior Quality analyst-Japanese Speaker at Cyberjaya

Gratitude Inc

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1 week ago

Senior Quality analyst-Japanese Speaker at Cyberjaya

1-15 Year(s)

Kuala Lumpur

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Job Description

Key Skills

Customer Service Japanese language

180 candidate(s) have already applied for this Job. Apply now

J Location: Cyberjaya, Malaysia.

Salary: RM 10,000 – RM 11,000

Language: Japanese Speaker and English

Work hour: Rotational Shift

Must be working in the respective role for at least 1 year

Joining Date: December , 2023.

Role & Responsibilities:

• 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

1) At least 1 year experience in training facilitation and quality evaluation

2) 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

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

of relevant experience preferred

4) Strong communication skills, both written and verbal

5) Proficient in Microsoft Office

6) Demonstrated ability to multi-task and meet timelines on deliverables

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

. For Japanese, Korean, Thai, Khmer etc speakers we will arrange for a Visa and Flight tickets with 14 days accomodation. Make sure to complete your applicatin after you click on Apply

You can also Whatsapp us at +601123062671 for more Details

Role

Associate/Senior Associate -(NonTechnical)

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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