Quality Coach

2 weeks ago


George Town, Malaysia Gratitude Inc. Full time

**Role**:Quality Coach

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

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

**Process**:Voice

Key Skills: Quality assurance Quality Assurance/QA Quality Control Quality Standards Quality Analyst Quality Analyst skills quality assurance Bpo At least 1 year of relevant working experience in BPO / ITES industry, preferably in Quality/Compliance role Sr Quality Analyst
- **Job Title: Quality Assurance Analyst (Native Japanese)**

**Basic Salary**: RM9,000 - RM14,000

**Location**: LV, Georgetown Penang Malaysia

**Shift**: 24/7 Rotational

**Qualification**: Bachelor’s degree in any discipline / Diploma with min 3 years experience as a QA Analyst.

**Key Attributes**:

- Preferred experience as a Quality Analyst with a BPO prereferably in a travel account.
- Must have excellent communication skills (Verbal/Read/Write) both in English & Japanese. (English Assessment B2)
- Must have hands on experience in monitoring Transcational Qaulity for a travel or customer service account with a BPO
- Must have excellent understading on the TQM principles and methodlogies.

**Key Responsibilities**:

- 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.


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