Quality Analyst

2 weeks ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Gratitude Inc.** is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have urgent hiring for **a Quality Analyst cum Trainer who is a native Japanese speaker **with proven experience in the same role for our BPO Partner located in **Cyberjaya.**

**Position Title**: Quality Analyst cum Trainer
**Location**: Cyberjaya, work onsite
**Work Schedule**: Rotational
**Salary**:10K to 11K MYR

**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 required
- 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**
- 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)
- 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

**QUALIFICATIONS**:

- At least 1 year experience in training facilitation and quality evaluation
- Strong communication skills both written and verbal
- 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
- Bachelor’s Degree in related field from a four-year college or university with three to five years of relevant experience preferred
- Proficient in Microsoft Office
- Demonstrated ability to multi-task and meet timelines on deliverables
- Self-starter, sense of urgency, and works well under pressure

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW

**Salary**: RM10,000.00 - RM11,000.00 per month

**Benefits**:

- Health insurance

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you a native Japanese speaker?
- Do you have at least 1 year of experience in training facilitation and quality evaluation in a BPO industry?
- Do you have a bachelor's degree?
- Are you amenable to work onsite in Cyberjaya for our BPO partner?
- Last drawn salary
- Salary expectation
- Are you amenable to work on a rotational schedule?
- Notice period
- WhatsApp number for faster communication once shortlisted

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