Job Listing
Company
Anonymous 1
Industry
Outsourcing/Offshoring
Location
Selangor
Company Description
Our Client is a leading global business services provider of customer experience management. They offer a comprehensive suite of solutions that helps their customers’ businesses plan deeper, more transparent and better optimized customer connections and experiences – from strategy development through execution. For 30 years, Our Client has been the go-to experience creators for global giants across outsourcing and technology. Present in 44 locations across 9 countries and with over 40,000 employees, Our Client manages almost half a billion customer interactions every year for over 150 clients across diverse sectors globally.Quality Analyst - Japanese x 4
Anonymous 1
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Selangor |
| Special Requirements: | * Only open to Native Japanese only. * The Client will sponsor the required Work VISA. |
Rewards
| Posting Date: | 11-16-2018 |
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| Expiry Date: | 03-31-2019 |
JOB DESCRIPTION
Job Description
Principal Accountabilities
- To provide support to Operation team to meet and sustain client targets by providing accurate & timely analysis.
- Call monitoring and evaluation.
- Timely feedback to agents.
- Variance reporting.
- Ensuring the implementation of the action plan.
- Tracking compliance of corrective actions.
- Continuously improving process performance metrics.
- Ensuring key issues related to the process is reported and corrective action is taken from the client side.
- Ensuring compliance to monitoring and feedback process by Meeting audit targets.
- Ensuring low variation in calibration.
- Ensuring continuous improvement in the scores of all quality metrics
- Quality Metrics
- Level of adherence achieved for various processes
- Compliance levels
- Other key management attributes & Key Performance Indicators (KPIs) as agreed
Job Specification
Attitude- Positive
- Quality-centric
- Process oriented
- Energetic and Enthusiastic
- Focused
- Self-motivated
- Good Communication skills
- MS Office operating and typing skills
- Analytical skills
- Probing skills
- Interpersonal skills
- Influencing skills
- Problem-Solving skills
- Qualification: Graduate/ Post Graduate
- Experience: 1-3 years’ experience. The incumbent should have experience in the field of customer service (call center exposure must)