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Quality Analyst

3 weeks ago

Kuala Lumpur, Malaysia eTeam Workforce Full time

**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 worldclass 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**:
**Required Language: Japanese**
- Good working knowledge of computer i.e., MS-Office
- Good 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 multi task multiple activities by effective delegation and monitoring

**Job Types**: Full-time, Permanent

Schedule:

- Day shift
Ability to commute/relocate:

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

**Education**:

- Bachelor's (preferred)
**Experience**:

- Quality Analyst: 2 years (required)

**Language**:

- Japanese (required)