Quality Coach - Japanese (Reservation)

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer engagement is seeking a Quality Coach for their Kuala Lumpur location. The role involves monitoring agent interactions and providing coaching to enhance performance. Ideal candidates will possess excellent communication skills in English and Mandarin, proficiency in Microsoft Office, and experience in managing virtual teams.

Qualifications

• Fluent in English and Mandarin.
• Self-motivated with strong performance focus.
• Experience managing virtual teams.

Responsibilities

• Monitoring agent interactions based on predefined criteria.
• Conducting regular coaching sessions and providing feedback.
• Compiling and analyzing quality reports.

Skills

Communication

Organizational skills

Customer service

Tools

Microsoft Office

Job description

Overview

The Quality Coach provides support and interaction monitoring for a program or vertical account within a site and/or across multiple locations. This role involves conducting contact interactions between a Contact Center Representative and the end user, ensuring accuracy in evaluations and assessments. The individual influences agent development through coaching and training, proactively identifying performance opportunities, and supporting agent-level action planning, quality presentations, and training on quality topics.

Qualifications

Job Requirements:

• Excellent written and verbal communication skills, including presentation skills.
• Proficiency with Microsoft Office applications: Word, Excel, PowerPoint, Outlook.
• Team-oriented with experience managing and developing virtual teams across multiple sites.
• Self-motivated and performance-driven.
• Fluent in English and Mandarin, with strong communication and organizational skills.
• Able to build rapport with all management levels and clients.
• Ability to perform basic math and understand company policies and confidentiality requirements.
• Organized, detail-oriented, and able to handle multiple projects simultaneously.
• Comfortable working in a technical environment with strong customer service and support skills.
• Knowledge of the client account and quality guidelines.
• Flexible to work various shifts within operational hours.

Responsibilities

Overall Responsibilities:

• Monitoring agent interactions via recorded or live calls/chats based on predefined criteria.
• Assessing agent performance for accuracy, compliance, tone, and customer service effectiveness.
• Conducting regular coaching sessions to provide feedback and support improvement.
• Compiling and analyzing quality reports and performance trends.
• Participating in calibration sessions to ensure evaluation consistency.
• Identifying performance issues, analyzing root causes, and recommending improvements.
• Leading training sessions related to quality assurance and process updates.
• Collaborating with management to align on performance goals.
• Evaluating supervisor-reviewed calls for consistency and accuracy.