The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across the SMB Programs for internal stakeholders as well as external vendors in APAC. The person will be responsible for producing a high-level of market and quality insights, in collaboration with the respective Call Center's Quality Manager and Client Experience PM to drive continuous improvement.
Ideal candidates will need to be proficient in both Customer Service and Sales environment as well as having a good understanding of the APAC market nuances in the specific market he/she is supporting in. Success in this position requires strong critical-thinking and problem-solving skills and the ability to thrive in a dynamic and changing environment.
JOB DESCRIPTION
- Perform audits on recorded client interactions and provide evaluation feedback through QMS
- Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements
- Ensure accurate maintenance of sample calls/chats library
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.
Requirement
- Degree preferred or equivalent practical experience;
- Minimum of 2 years Quality auditing experience in a call center environment
- Has a clear understanding of Call Center’s quality framework and methodology.
- Excellent interpersonal and communication skills.
- Bilingual - Fluent in English and Japanese language. (speaking and writing)
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
- Ability to work in a fast pace environment.
- Strong attention to detail.
- Coaching experience is a plus
- Knowledge of digital advertising is a plus
- Experience in performing Root Cause Analysis/drilldown is a plus
