Sr Quality Analyst - 1 Japan

Concentrix; Cyberjaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a detail-oriented Sr Quality Analyst to enhance customer service quality through rigorous evaluation of calls and other contact methods. This role involves monitoring interactions, providing insights for performance improvements, and collaborating with various teams to ensure adherence to quality standards. If you have a passion for quality assurance and a keen eye for detail, this opportunity will allow you to make a significant impact on service excellence and customer satisfaction.

Qualifications

• Experience in quality evaluation of customer interactions.
• Strong analytical skills and attention to detail.

Responsibilities

• Monitor and evaluate inbound/outbound calls for quality standards.
• Engage in internal audits to improve contact quality.
• Report results to stakeholders and participate in calibration sessions.

Skills

Quality Assessment

Data Analysis

Communication Skills

Attention to Detail

Education

Bachelor's Degree

Job description

Job Title:

Sr Quality Analyst - 1 Japan

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to established quality standards. This position involves assessing quality standards, providing insights to customers, and contributing to program performance improvements.

1. Monitor, evaluate, and audit a sampling of inbound and/or outbound calls and other contact methods, including chat and email.
2. Meet departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated) and report results to relevant stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners).
3. Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
4. Engage in internal quality audits to improve contact quality and recommend process improvements.
5. Maintain a strong program knowledge base, including understanding of client products, services, and strategies.
6. Participate in quality task forces with business stakeholders and stay current on programs.
7. Contribute to maintaining forms and legends documents.
8. Support management in reviewing key drivers, metrics, and operational processes that influence Balanced Scorecards and profitability goals.

Location:

MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40

Language Requirements:

Not specified

Time Type:

Full time

Application deadline: 2024-10-28

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