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Quality Analyst – Japanese Speaker

Job Title: Quality Analyst – Japanese Speaker
Contract Type: Permanent
Location: Kuala Lumpur
Industry:
Salary: RM7,000 - RM 10,000
Contact Name: Maheswary Kandasamy
Contact Email: maheswary.kandasamy@ellwoodconsulting.com.my
Job Published: August 02, 2018 15:48

Job Description

About our client

Our client is a global business transformation company offering an integrated set of back-office and customer service support services.

 

One of the largest, independent process transformation companies in the world, serves clients in major industry verticals. With head office in New York, USA, they span 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

 

About the role

As a Quality Analyst, you are responsible for the creation and maintenance of comparative quality data for multiple lines of business, brands and vendors. You are also expected to:

  • Collaborate with the Quality Manager and vendors to identify trends, process gaps and agent/customer struggles.

  • Recommend process improvements based on QA findings, QA data and CSAT.

  • Process adherence, performance analysis and calibrations.

  • Take charge in focus monitoring, Root Cause Analysis (RCA), hygiene checks for all lines of business (call recordings, chat, email, etc.), CSAT/DSAT analysis, training and coaching recommendations.

 

You will have

  • Minimum JLPT 1 & 2.

  • Open for Malaysian & Non-Malaysians who can speak Japanese language (Speak, Read & Write).

  • Working knowledge on Microsoft Office applications.

  • Excellent communication in English and Japanese language.

  • Strong customer service skills.

  • Willing to work in Kuala Lumpur, Malaysia.