Quality Analysis (Native Japanese only)

Posted 3 months ago
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Contract types Fixed-term contract
Working time Full time
Language(s) spoken Japanese (Mother tongue), English (Advanced)
Salary range RM6500 -7000
Description

Principal Accountabilities (Key Result Areas)
• 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 implementation of action plan.
• Tracking compliance of corrective actions.
• Continuously improving process performance metrics.
• Ensuring key issues related to process is reported and corrective action are taken from 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

Standards for Measuring Success
• Quality Metrics
• Level of adherence achieved for various processes
• Compliance levels
• Other key management attributes & Key Performance Indicators (KPIs) as agreed

Tools & Resources required
• Standard office and computer equipment

Environmental Attributes
• Challenging

Attitude
• Positive
• Quality-centric
• Process oriented
• Energetic and Enthusiastic
• Focused
• Self motivated

Skills
• Good Communication skills
• MS Office operating and typing skills
• Analytical skills
• Probing skills
• Interpersonal skills
• Influencing skills
• Problem Solving skills
Diplomas
• Qualification: Graduate/ Post Graduate
• Experience: 3-5 Years experience (Specialist)/ 2-4 Years experience (Senior Executive). The incumbent should have experience in the field of customer service (call centre exposure must)
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Aegis BPO Malaysia Sdn Bhd
Ivon Tan
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