Quality Coach

2 days ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Quality Coach

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Semi-Voice

Key Skills: Quality Analyst good communication skills bachelors degree Knowledge of MS Office - Excel, PowerPoint, Word Native Chinese Sr Quality Analyst
- A leading BPO is looking for **Native Chinese Speaker - Sr. QA** to join their team in **KL**

**Responsibilities**:

- 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

**Additional Requirements**:

- Bachelor Degree in related field from a four-year college or university with less than one year of relevant experience preferred
- Excellent Verbal and Written communications skills
- Proficient with Feedback & Coaching skills
- Must have the ability to work under pressure
- The applicant should be proficient with MS office (PowerPoint, Excel, Word)
- Drive for self-learning and knowledge enhancement
- Flexible in working in all shifts as per the client requirements
- Must have analytical abilities to analyse data, trends from effectiveness surveys

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