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QA Supervisor

2 weeks ago

Bayan Lepas, Malaysia Teleperformance Full time

Overview:
Job Summary

**If you are possess with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you**

Qualifications:
**Requirements**:

- Minimum of 1 year of experience as a Quality Analyst Supervisor.
- Mandatory language proficiency in English and Japanese.
- Experience in preparing and presenting written project status reports and executive briefings.
- Exceptional communication, presentation, and public speaking skills.
- Strong organizational and time management abilities.

**Responsibilities**:
**Key Responsibilities**:

- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
- Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
- Ensuring timely completion of all client deliverables.
- Prepare reports, analysis, trend & run project when required to improve quality performance.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct random evaluations to identify areas of improvement as necessary.
- Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
- Identify training needs by working with operations team and QA.