Quality Analyst

Quality Analyst

Agensi Pekerjaan Pasona Sdn Bhd
Kuala Lumpur
2-5 years
13000 - 13000 MYR

Job Description

Job Description :
* Collaborate with the Quality Manager and vendors to identify trends, process gaps and agent/customer struggles; * Recommend process improvements based on QA findings, QA data and CSAT; * Process adherence, performance analysis and calibrations; and * Take charge in focus monitoring, Root Cause Analysis (RCA), hygiene checks for all lines of business (call recordings, chat, email, etc.)
Required work experience :
* Finished at least 2 years in college (or High School Graduate + BPO experience) * At least 6 months of relevant work experience * Excellent customer service skills * Proficient in English and Japanese (Nihonggo)

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