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Native Korean Sr Quality Analyst (Relocate to Malaysia)
ConcentrixKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanBachelor's 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
Native Korean Sr Quality Analyst (Relocate to Malaysia)
Concentrix WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Responsibilities :
- Monitors, evaluates and / or audits a sampling of inbound and / or outbound calls and other contact methods including chat and email
- 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)
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc)
- 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 :
Seniority level : Mid-Senior level
Employment type : Full-time
Job function : Customer Service and Sales
Industries : IT Services and IT Consulting
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Quality Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia