senior quality analyst - native Japanese and Korean

Gratitude Inc

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3 months ago

senior quality analyst - native Japanese and Korean

1-3 Year(s)

Kuala Lumpur

Job Description

Key Skills

Administration

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• 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)

Role

Data Entry & Word Processing

Timings

Rotational Shifts (Contract To Hire)

Industry

Accounting / Finance

Work Mode

Work from office

Functional Area

Front Office Support / Administration /

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