Quality Coach, Customer Service (Global IT Project)ID:55094

8,500 MYR ~ 11,880 MYRBukit Bintang/KLCC19日 ago

概述

  • 薪资

    8,500 MYR ~ 11,880 MYR

  • 产业类别

    Call Center

  • 工作内容

    The Quality Specialist evaluates individual staff performance by regular monitoring/coaching on a daily base driven by a daily/weekly and monthly target.

    ・ Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
    ・ Maintain quality reports at Agent and Team level
    ・ Assist in developing and streamlining quality procedures
    ・ Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level
    ・ Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans
    ・ Support /jointly conduct weekly Agent Round Table with Team Manager
    ・ Communicate performance related indicators into the Team and back to the Management team
    ・ Handle customer inquiries

资格

  • 应征条件

    [ MUST ]
    - Minimum 9 month of relevant working experience in Call Centre or similar business
    - Japanese - JLPT N1 (or equivalent level)
    - English - CFER B2 (or equivalent level)
    ** Refer to https://www.efset.org/english-score/
    - Basic IT knowledge

    [ ADVANTAGE ]
    ・ Understanding of quality and operational KPIs
    ・ Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance
    ・ Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
    ・ Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC

    [ OTHERS ]
    ・ Experience and knowledge of business highly preferred
    ・ Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level
    ・ Strong feedback and evaluation skills; ability to motivate, support and engage
    ・ Good organizational, time management and prioritization skills
    ・ Excellent communication skills and a high focus on customer satisfaction

  • 英文

    -

  • 其他语言

    English, Japanese

附加信息

  • 福利制度

    ◆ Salary Package
    ・Basic Salary = RM 5,500
    ・Language Allowance = RM 5,500
    ・Monthly Performance Bonus (Max up to 16% of monthly basic salary) = RM 880 (subject to individual and company performance)

    --> TOTAL SALARY (MAX, 16%) = (5,500 + 16%) + 5,500 = RM 11,880
    --> TOTAL SALARY (AVERAGE, 12%) = (5,500 + 12%) + 5,500 = RM 11,660

    ◆ Flex benefit – RM3,000 per annum (Pro-rated for new hire) – Including medical, dental, optical, mobile fee, flight ticket, IT gadgets, Dependent pass fee and more.
    ◆ Team Building Fund = RM 50 / head count / month
    ◆ OT Pay = RM 40 / hour
    ◆ Annual leave – 15 days per year (Pro-rated for new hire)
    ◆ Sick leave – 15 days per year
    ◆ Birthday leave – 1 day (To utilize during birthday month only)
    ◆ Parental/Child care leave – 3 days per year (Applicable for confirmed employee only)
    ◆ 3 types of insurance – Group Hospitalization and Surgical (Covered for employee & dependent – inclusive coverage for Covid-19); Personal Accident Insurance; Term Life Insurance

  • 工作时间

    0800 ~ 1700

  • 假日

    Sat, Sun off day

  • 职业类别