QA & Process Trainer (Native Japanese)

Posted 2 months ago
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Experience Senior
Contract types Permanent contract
Working time Full time
Language(s) spoken Japanese (Mother tongue), English (Fluent)
Salary range up to RM 12,000
Description

Location : Kuala Lumpur
Benefits : Disclose upon the interview


•Creation of quality evaluation plan
•One of the qualities that a QA should possess is to have a good knowledge of what a quality call means.
•Using that knowledge, the QA can design evaluation program to measure the extent of performance and organizational metrics.
•Drive operational metrics for the project.
•Monitoring calls, chats and emails.
•CSAT & DSAT analysis.
•Coaching &feedback skills.
•Training and coaching of new hires and existing team for improvement.
•Prepare daily, weekly, monthly QA reports.
•While designing the evaluation program the quality analyst should consider the points that has the highest impact on organization progress.
•Keeping track of latest industry trends.
•Derive information that can be used by the company’s management for the betterment of the quality of service provided & process improvements.
•Shall be responsible for all risk management & compliance activities as applicable to this functional role.
•Represent the company on client calls and calibrations.
•Work closely with Ops team design action plans to plug areas of opportunity.
•Manage/create process SOPs and training refreshers.
•Drive C-Sat & E-sat initiatives to add value to the Process and customer.
•Manage training MIS for classes and other related Quality work.
•Should be able to contribute to process improvements and innovation in the training function. •Clear the product & process knowledge certifications for domain knowledge, specific to the process and within the defined timelines.

Skills
•Good verbal and written communication and interpersonal skills in Japanese and English
•Proficient with Feedback & Coaching skills.
•Must have the ability to work under pressure
•The applicant should be proficient with MS office (PowerPoint, Excel, Word)
•Drive for self-learning and knowledge enhancement.
•Willing to work 24*7 (Day and Night Shifts - Rotational) with no fixed week offs.
•Must have analytical abilities to analyse data, trends from effectiveness surveys.
Diplomas
Diploma
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