Quality Coach, Customer Service

2 weeks ago


Bukit Bintang, Malaysia Reeracoen Malaysia Full time

**Overview**:
**Salary**:
8,500 MYR ~ 11,300 MYR**Industry**:
Call CenterThe Quality Specialist evaluates individual staff performance by regular monitoring/coaching on a daily base driven by a daily/weekly and monthly target.

・ Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
・ Maintain quality reports at Agent and Team level
・ Assist in developing and streamlining quality procedures
・ Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
・ Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
・ Support /jointly conduct weekly Agent Round Table with Team Manager
・ Communicate performance related indicators into the Team and back to the Management team
・ Handle customer inquiries

**Qualifications**:
**Requirement**:

- [ MUST ]- Minimum 9 month of relevant working experience in Call Centre or similar business
- Japanese - JLPT N1 (or equivalent level)
- English - CFER B2 (or equivalent level)-
- Basic IT knowledge

[ ADVANTAGE ]
- ・ Understanding of quality and operational KPIs
- ・ Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance-
- [ OTHERS ]
- ・ Experience and knowledge of business highly preferred
- ・ Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level
- ・ Strong feedback and evaluation skills; ability to motivate, support and engage
- ・ Good organizational, time management and prioritization skills
- ・ Excellent communication skills and a high focus on customer satisfaction-
**English Level**:
**Other Language**:
English, Japanese

**Additional Information**:
**Benefit**:

- Salary Package

・Basic Salary = RM 5,000
- ・Language Allowance = RM 5,500-
- TOTAL SALARY (MAX, 16%) = (5,000 + 16%) + 5,500 = RM 11,300
- TOTAL SALARY (AVERAGE, 12%) = (5,000 + 12%) + 5,500 = RM 11,100
- Flex benefit - RM3,000 per annum (Pro-rated for new hire) - Including medical, dental, optical, mobile fee, flight ticket, IT gadgets, Dependent pass fee and more.
- Team Building Fund = RM 50 / head count / month
- OT Pay = RM 40 / hour
- Annual leave - 15 days per year (Pro-rated for new hire)
- Sick leave - 15 days per year
- Birthday leave - 1 day (To utilize during birthday month only)
- Parental/Child care leave - 3 days per year (Applicable for confirmed employee only)
- 3 types of insurance - Group Hospitalization and Surgical (Covered for employee & dependent - inclusive coverage for Covid-19); Personal Accident Insurance; Term Life Insurance**Working Hour**:
0800 ~ 1700**Holiday**:
Sat, Sun off day**Job Function**:

- Custmer support/service


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