Japanese Speaking Ticket Data Analyst and Trainer
2 weeks ago
**ROLES & RESPONSIBILITIES**
- Detect, monitor, and forecast trend forces utilizing data sets from multiple sources.
- Helps drive new thinking in demand forecasting.
- Identifying trends, patterns, and insights within ticket data to improve service delivery and efficiency.
- Coordinate a new plan if expected outcome not achieved.
- Proactively prevent the occurrence of incidents, problems, and errors by driving the Root Cause Analysis and implement preventative measures to prevent re-occurrence.
- Report to SME/Leaders any situations affecting the proper delivery of analysis, such as: repeated outages, access issues, data unavailability, etc.
- Cooperate and cross check information and actions with other Delivery Enablement areas monthly.
- Attend and/or provide input into Operational/Governance Meetings as required.
- Identify opportunities to improve documentation. CI analysis, solution analysis etc.
- Evaluate the key performance metrics needed to reduce common SvD contacts, use trending to demonstrate reduced volume specific to solutions proposed.
- Create and communicate presentation related to status, roadblocks as found via global & regional trending.
- Providing recommendations for process optimization and automation based on ticket data analysis.
- Monitoring and tracking key performance indicators related to ticket management and resolution.
- Supporting continuous improvement initiatives by leveraging ticket data insights.
- Staying updated on industry best practices and emerging trends in ticket management and data analysis
**REQUIREMENTS**:
- 2 - 3 years or above experience as Data Analyst in service delivery/IT/Customer Service-related environment
- Preferably minimum 1 year of experience in Training/Coaching in BPO company
- Understand MWS solution and implementation of services
- Fluent in English and Japanese (JLPT-N2 and above)
- Added advantage: Six Sigma certifications
**JOB INFORMATION**
- Industry: BPO Company
- Working mode: Hybrid
- Working hour: 8:30 am - 5:30 pm (Mon - Fri)
- 13th month salary, Language allowance
Pay: RM6,300.00 - RM7,500.00 per month
**Language**:
- Japanese (preferred)
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