Quality Supervisor - Japanese - Penang (Hospitality)

Teleperformance; Bayan Lepas; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading company in customer support is seeking an experienced Quality Manager to enhance their service delivery. This role requires a strong background in customer service along with a passion for quality improvement and the ability to lead analytics projects. Candidates should possess leadership skills, language proficiency in Japanese, and a degree in any discipline. You will be responsible for monitoring quality assurance and driving strategic improvements across the contact center.

Qualifications

• 1 year customer service experience or 6 months in Quality role.
• Experience managing quality in BPO or Contact Centres.
• Quality certification (e.g., Lean Six Sigma, TQM) is a plus.

Responsibilities

• Construct searches and reports for automated analysis.
• Make recommendations to solve critical business problems.
• Monitor and audit trainees' performance.

Skills

Leadership

Communication

Problem-solving

Critical thinking

Language proficiency in Japanese

Analytical skills

Ability to deal with demanding environments

Education

Degree in any discipline

Tools

Excel

Job description

Qualifications

A. Minimum Skills to Hire

• Experience within customer services
• Excellent leadership and communication skills
• Ability to deal with demanding environment
• Fast learner and able to cope in a fast-paced environment

• Degree in any discipline

B. Minimum Relevant Work Experience

• 1 year customer service or currently serving at least 6 months in the Quality role

C. Skills

• Language proficiency in Japanese is mandatory
• Can work independently and has a good sense of responsibility
• Committed to learning

D. Preferred Qualifications

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors, etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven ability to analyze complex processes and identify key pain points to deliver business improvements at regional or global levels
• Passion for our mission of ensuring a world-class support experience for our community
• Quality certification (e.g., Lean Six Sigma, TQM) is a plus

Responsibilities

• Construct searches and reports for automated analysis and topic identification in recorded conversations from a contact center environment
• Make recommendations and define strategies to solve critical business problems, using industry best practices and creative innovations
• Own accurate, timely quality analysis and reports/visualizations aligned with project objectives
• Package, deliver, and sometimes present key findings and briefings
• Conduct evaluations to identify areas for improvement
• Monitor, analyze, and audit trainees’ performance, highlighting any unusual trends
• Identify training needs by collaborating with operations and QA teams