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QA for Booking Site Project
4 weeks ago
_**Booking SiteのQAを募集中!**_
**◎QA for booking site project -Japanese**
- JOB Description :_
As a Customer Service Quality Assurance Manager your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment. Responsibilities:
- Maintain and develop internal support and call center quality standards;
- Assess support interactions based on internal standards; **Accompany evaluations with meaningful and constructive feedback;**
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance; **Report support team’s performance to higher-ups;**
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.
- **Place:Georgetown Penang, Malaysia**_
- **Hours: 24*7 Rotational shift**_
- **Salary:RM9,000**_ **~ RM14,000**
**Requirement**:
- Native Japanese
- Specific Experience :referred QA experience and travel experience.
- Education: Above Diploma + working experience more than 3 years. Bachelor’s degree fresh graduate is applicable.
- English Assessment : B2
Feel Free to ask us
雇用形態: 正社員
給与: RM9,000.00 - RM14,000.00 月給
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