Role & Responsibilities:

• Responsible for managing team of QAs & Trainer
• Data analysis and making designated reports/decks
• Client & stakeholder managment
• Participating in internal & external calibrations
• Communication to heighten awareness and focusing on importance of positive customer experience
• Making recommendations and driving improvement
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Reduce learning curve and help enhance product/process knowledge of new joiners.
• Ensuring that internal policies, procedures, and compliance regulations are being followed

General and Specific skills:

• At least 1 year experience in QA cum Trainer Team leader for Call Center
• Fluent Japanese (N1 or N2) and English
• Ensure that Process quality and training is delivered effectively in the stipulated timelines
• Evaluate process quality and take corrective actions which should be tangible
• Evaluate effectiveness of T & D interventions
• Improve calibration of QIC, SME and CSM within team
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Design and develop Quality framework
• Ensure uniform quality of training being delivered by all training teams in line with client requirement • Interact and streamline channels of communications with other Functions and Clients

• Hình thức: Nhân viên chính thức
• Lương: Cạnh tranh