Quality Coach (IT project) - Japanese

Location Kuala Lumpur
Discipline Call Centre
Job reference 172277
Salary 4500.0
Consultant name Yu Akiyama
Contact email [email protected]
Contact no. +60320870000
Contact name Yu Akiyama
Contact email [email protected]
Contact no. +60320870000

Quality Coach

Has to be fluent in Japanese and have strong English proficiency. 

Work shift: 08:00-17:00
Off: Sat, Sun
Max salary for natives : RM4500
Language allowance : RM5500

The Quality Specialist evaluates individual staff performance by regular monitoring/coaching on a daily basis, driven by a daily/ weekly and monthly target.

Your responsibilities:

  • Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
  • Maintain quality reports at Agent and Team level
  • Assist in developing and streamlining quality procedures
  • Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
  • Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
  • Support /jointly conduct weekly Agent Round Table with Team Manager
  • Communicate performance related indicators into the Team and back to the Management team
  • Handle customer inquiries

Your profile:

  • Minimum of 9 month of relevant work experience in Call Centre or similar business
  • Experience and knowledge of business highly preferred
  • Understanding of quality and operational KPIs
  • Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level
  • Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance
  • Strong feedback and evaluation skills; ability to motivate, support and engage
  • Good organizational, time management and prioritization skills
  • Excellent communication skills and a high focus on customer satisfaction
  • Proficient language skills in supported language and good English skills (verbal/written)
  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
  • Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC