Quality Analyst

**仕事内容**:
ROLE : Quality Analyst cum Trainer
Rotational shifts

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
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other
- 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.

**Generic & Behavioral Skills**
- At least 1 year experience in training facilitation and quality evaluation
- Strong Communication Skills
- 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.
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Demonstrated ability to multi-task and meet timelines on deliverables
- Self-starter, sense of urgency, and works well under pressure

Pay: RM10,000.00 - RM11,000.00 per month

**Education**:

- Bachelor's (required)

**Experience**:

- training facilitation and quality evaluation: 1 year (required)

**Language**:

- Japanese (required)
- English (required)