Quality Coach (IT project) - Japanese
Manpower
- Kuala Lumpur
- RM 4,500 per month
- Permanent
- Full-time
Off: Sat, Sun
Max salary for natives : RM4500
Language allowance : RM5500The 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 improvementMaintain quality reports at Agent and Team levelAssist in developing and streamlining quality proceduresPerform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team levelContribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plansSupport /jointly conduct weekly Agent Round Table with Team ManagerCommunicate performance related indicators into the Team and back to the Management teamHandle customer inquiriesYour profile:Minimum of 9 month of relevant work experience in Call Centre or similar businessExperience and knowledge of business highly preferredUnderstanding of quality and operational KPIsAbility to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team levelUnderstanding of quality processes, tools and measures to evaluate and improve individual/team and overall performanceStrong feedback and evaluation skills; ability to motivate, support and engageGood organizational, time management and prioritization skillsExcellent communication skills and a high focus on customer satisfactionProficient 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