Japanese QA
5 months ago
**Feedback and Coaching**: Provide constructive feedback and coaching to customer support agents to enhance their performance and service delivery.
- **Reporting**: Generate and analyze QA reports, identify trends, and provide actionable insights to management for continuous improvement.
- **Process Improvement**: Collaborate with the customer support team and management to develop and implement strategies to improve overall service quality.
- **Training**: Assist in the development and delivery of training programs for new and existing customer support agents.
- **Compliance**: Ensure all customer interactions comply with legal and regulatory requirements, especially related to the travel industry.
- **Customer Satisfaction**: Monitor customer satisfaction metrics and contribute to initiatives aimed at improving the customer experience.
**Qualifications**:
- **Language Proficiency**: Native-level proficiency in Japanese (both written and spoken) and good command of English.
- **Experience**: Minimum of 1.5 years of experience in quality assurance, preferably within a customer support environment.
- **Industry Knowledge**: Familiarity with the travel industry and related customer support practices is a plus.
- **Skills**: Excellent analytical, communication, and interpersonal skills. Strong attention to detail and ability to provide actionable feedback.
- **Tools**: Proficient in using QA tools and software, as well as Microsoft Office Suite (Excel, Word, PowerPoint).
- **Education**: Bachelor’s degree in a related field or equivalent work experience.
**Job Types**: Full-time, Permanent, Contract
Contract length: 12 months
Pay: RM10,000.00 - RM12,000.00 per month
**Benefits**:
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Rotational shift
Supplemental pay types:
- Overtime pay
**Experience**:
- Team Leader: 2 years (preferred)
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