Quality Manager

2 weeks ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Quality Manager

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Quality Quality assurance Quality Assurance/QA Japanese language BPO Skills BPO Operations BPO industry BPO Hiring BPO Call center Quality Analyst International BPO Quality Analyst skills
- Salary : 10k-11k MYR

Language Proficiency: English (B2 level) + Native Japanese

Location: Cyberjaya

ROLE : Quality Analyst cum Trainer

Rotational shifts

Role & Responsibilities:

- I. Trainer- Under the guidance of the class Trainer and supervision of the local Training Manager, the

Program Ready Trainer will facilitate the training of classes as requiredadult/accelerated learning techniques using a variety of training delivery modalities in a classroom
- environment- Present training materials through classroom learning, hands on demonstrations, and supporting

activities for technical, customer service, and sales accounts- Assist in evaluating the performance of associates using tools available such as assessments,

playbook observations, etc. to the Trainer and Training Manager- Convey timely performance information to the Trainer and Training Manager throughout the

training process/cycle- Responsible for achieving individual training performance metrics
- Support the transition of trainees from training to production environment, ensuring competency

levels meet business needs- Maintain current product knowledge for each account by taking calls, attending team meetings,

and side by side observations- Participate in Concentrix and client training sessions as required
- Ensure effective, consistent communication with managers, peers, and other resource groups,

including day-to-day informal interaction with clients.- Assist and participate in a positive learning culture under the guidance of the Training Manager to

include identifying and communicating areas for curriculum development/enhancement
- opportunities- II. Sr. Quality Evaluator- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,

Operations, Client, Account Management, and Resource Unit partners)- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations,

Program Management and clients to ensure scoring consistency and best practices- Participates in internal quality audits (e.g. periodic audits of existing processes to determine

process control and efficiencies) designed to improve overall contact quality and recommend
- changes- Maintains strong program knowledge base; basic understanding of client products, services and/or

program strategies- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,

Client, Account Management, and Resource Unit partners)- Meet departmental productivity requirements (e.g. number of calls monitored per month, number- Complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including

Training) that drive Balanced Scorecards and count profitability goals- Generic & Behavioral Skills
- 1) At least 1 year experience in training facilitation and quality evaluation
- 2) Strong Communication Skills- Must possess good English communication skills
- Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in

English- Liaise with client partners on a regular basis

3) Bachelor's Degree in related field from a four-year college or university with three to five years
- of relevant experience preferred
- 4) Strong communication skills, both written and verbal
- 5) Proficient in Microsoft Office
- 6) Demonstrated ability to multi-task and meet timelines on deliverables
- 7) Self-starter, sense of urgency, and works well under pressure

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