Bilingual QA Analyst (Japanese) - Call Center Quality

Accenture PLC; Kuala Lumpur; Presencial; MYR 60 000 - 90 000; Tempo integral

Resumo da oferta

Accenture PLC in Kuala Lumpur is seeking a Quality Assurance Analyst to assess the performance of our engagement center agents handling consumer interactions. You will monitor calls for technical accuracy, service quality, demeanor, and policy compliance.

You will design QA monitoring formats, perform call monitoring, compile trend data, provide feedback to agents, and prepare quality reports for management. Calibration sessions with the manager and staff ensure continuous improvement.

Qualificações

• Bachelor’s degree in related field.
• At least 1 year of QA Analyst experience.
• Strong multitasking and prioritization abilities.
• Excellent Microsoft Office skills.
• Fluent in Japanese and English.

Responsabilidades

• Participates in designing QA monitoring formats and quality standards
• Performs call monitoring and provides trend data
• Uses QA results to compile and track performance at team and individual level
• Provides feedback to engagement center agents
• Prepares and analyses quality reports for management staff review
• Performs calibration sessions with team manager and staff

Conhecimentos

Customer service skills

Multitasking

Listening skills

Analytical skills

Change adaptability

Formação académica

Bachelor’s degree in related field

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Accenture PLC in Kuala Lumpur is seeking a Quality Assurance Analyst to assess the performance of our engagement center agents handling consumer interactions. You will monitor calls for technical accuracy, service quality, demeanor, and policy compliance.

You will design QA monitoring formats, perform call monitoring, compile trend data, provide feedback to agents, and prepare quality reports for management. Calibration sessions with the manager and staff ensure continuous improvement.