Job Title:

Quality Evaluator (Japanese Speaking)

Job Description

The Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

Job Responsibilities

Monitor, evaluate and / or audit a sampling of inbound and/or outbound calls and other contact methods including chat and emailMeet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practicesMaintain strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners);   Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

Associate's Degree in related field from a four-year college or university with 1 - 3 Years of Experience preferred.Detail-oriented.Ability to multi-task and meet timelines on deliverables.Proficient in  Microsoft Office.Effective communication skills, both written and verbal.Candidate with Content Moderation background are welcome to apply.

Location:

MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40

Language Requirements:

Time Type:

Full time2025-01-28

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