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