Hiring For Quality Analyst (Malaysia)

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  Description - 

  
  


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  Conducts quality reviews to evaluate quality performance and increase customer satisfaction.
  
  Prepare quality stats/insights reporting to help the COE and/or BPO improve and grow.
  
  Facilitate calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders.
  
  Perform root cause analysis and lead workshops/projects to identify quality issues/solutions and assist our business to reach a world-class Customer support experience.
  
  Liaise with Stakeholders to provide feedback on their teams’ quality level and create recommendations to improve the overall LOB quality performance.
  
  Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues.

  
  
  

  MANDATORY SKILLS:

  
  
  

  Fresher’s or 6 months experience in any Quality Review process
  
  Good working knowledge of computer i.e., MS-Office (Google sheets will be an added Advantage)
  
  Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate.
  
  Good Interpersonal & people management skills with good problem-solving approach.
  
  Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring.
  
  Ability to work well under pressure.
  
  Client oriented, flexible, patient.
  
  Dual-Lingual: Excellent English and Japanese (spoken and written communication skills)
  
  Good organizational skills

  
  
  

  For Experience candidates
  
  Excellent verbal & written communication & basic presentation skills
  
  Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate.
  
  Good Interpersonal & people management skills with good problem-solving approach.
  
  Basic analytical skills for MIS, number crunching & reporting to internal & external customers.
  
  Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring.
  
  Demonstrated Customer Service Skills
  
  Japanese Language Proficiency is a must.

  
  
  

  Work hours:
  
  Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day.

  
  

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