Quality Supervisor - Japanese - Penang (Hospitality)

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

Job summary

A leading company in the contact center industry is looking for a Quality Manager to oversee training and quality management. This role involves analyzing performance and providing insights for continuous improvement in a dynamic environment. Candidates should possess leadership skills, strong problem-solving abilities, and language proficiency in Japanese as part of their requirements.

Qualifications

• 1 year customer service or 6 months in a Quality role.
• Excellent communication and leadership skills.
• Experience in managing quality in Contact Centres is preferred.

Responsibilities

• Construct reports for analysis and topic identification.
• Monitor, analyze, and audit trainees’ performance.
• Identify training needs with operations team.

Skills

Leadership

Communication

Critical Thinking

Problem Solving

Language Proficiency in Japanese

Education

Degree in any discipline

Tools

Excel

Job description

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• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct evaluations to identify areas of improvement.
• Monitor, analyze & audit trainees’ performance and call out any unusual trends.
• Identify training needs by working with operations team and QA.

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
• Commited 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 track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) is a plus