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Malaysia | Quality Coach (N1/N2/Native Japanese Speakers) | BPO - Call Center: IT Project

Suite 27-11, Level 27, GTower, Majorel Malaysia Sdn Bhd (1281653-W, 199, Jln Tun Razak, Kuala Lumpur, 50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia Req #5895
Thursday, February 15, 2024
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

 

The Quality Specialist evaluates individual staff performance by regular monitoring/coaching on a daily base driven by a daily/weekly and monthly target.

 

For our location business in Kuala Lumpur, Malaysia , we are currently looking for a Quality Specialist.

 

Your responsibilities:

 

  • Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
  • Maintain quality reports at Agent and Team level
  • Assist in developing and streamlining quality procedures
  • Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
  • Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
  • Support /jointly conduct weekly Agent Round Table with Team Manager
  • Communicate performance related indicators into the Team and back to the Management team
  • Handle customer inquiries

 

Your profile:

 

  • Minimum of 9 month of relevant work experience in Call Centre or similar business
  • Experience and knowledge of business highly preferred
  • Understanding of quality and operational KPIs
  • Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level
  • Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance
  • Strong feedback and evaluation skills; ability to motivate, support and engage
  • Good organizational, time management and prioritization skills
  • Excellent communication skills and a high focus on customer satisfaction
  • Proficient language skills in supported language and good English skills (verbal/written)
  • Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
  • Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC

 

 

 

 

 

 

Other details

  • Job Family Training/Quality
  • Pay Type Salary
  • Job Start Date Friday, March 1, 2024
This posting is inactive.
Location on Google Maps
  • Suite 27-11, Level 27, GTower, Majorel Malaysia Sdn Bhd (1281653-W, 199, Jln Tun Razak, Kuala Lumpur, 50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia