Quality Assurance Specialist

2 weeks ago


Kuala Lumpur, Malaysia Wipro Limited Full time

**Position title: Quality Assurance Analyst (Native Japanese)**

**Band AA (Dual-lingual Japanese & English)**

**JOB DESCRIPTION**:
Conducts quality reviews to evaluate quality performance and increase customer satisfaction.

Prepare quality stats/insights reporting to help the COE and/or BPO improve and grow.

Facilitate calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders.

Perform root cause analysis and lead workshops/projects to identify quality issues/solutions and assist our business to reach a world-class Customer support experience.

Liaise with Stakeholders to provide feedback on their teams’ quality level and create recommendations to improve the overall LOB quality performance.

Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues.

**MANDATORY SKILLS**:
Fresher’s or 6 months experience in any Quality Review process

Good working knowledge of computer i.e., MS-Office (Google sheets will be an added Advantage)

Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate.

Good Interpersonal & people management skills with good problem-solving approach.

Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring.

Ability to work well under pressure.

Client oriented, flexible, patient.

Dual-Lingual: Excellent English and **Japanese** (spoken and written communication skills)

Good organizational skills

Excellent verbal & written communication & basic presentation skills

Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate.

Good Interpersonal & people management skills with good problem-solving approach.

Basic analytical skills for MIS, number crunching & reporting to internal & external customers.

Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring.

Demonstrated Customer Service Skills

Japanese Language Proficiency is a must.

**Work hours**:
Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day.

**Work Location**:
The Gardens North Tower, Mid Valley City, Lingkaran Syed Putra, 59200 Kuala Lumpur, Malaysia.

Pay: From RM8,500.00 per month

Application Deadline: 07/31/2024



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