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Quality Specialist

2 weeks ago

Singapore IntersoftKK Full time

Singapore

**Experience**: test Engineer

**Skills**:test Engineer

**Job Description**:

- 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 PM to drive continuous improvement.

- 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.

3. Intersoft Singapore needs to process their Employment Pass

Job Requirements
- 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 one other APAC 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

English Level

Business level, TOEIC 735-860

Japanese Level

Business level, N2

仕事内容
- 品質スペシャリストは、APACの社内関係者および外部ベンダーのSMBプログラムにおける品質トランザクションモニタリングを主に担当します。また、各コールセンターのクオリティマネージャーやPMと協力して、市場や品質に関するハイレベルなインサイトを作成し、継続的な改善を推進する責任があります。
理想的な候補者は、カスタマーサービスと営業の両方に精通していることに加え、サポートする特定の市場におけるAPAC市場のニュアンスをよく理解している必要があります。このポジションで成功するためには、批判的思考と問題解決能力を持ち、ダイナミックで変化の激しい環境で成功する能力が必要です。
仕事内容
- 記録された顧客とのやり取りを監査し、QMSを通じて評価をフィードバックする
- 定期的に1:1またはグループキャリブレーションを実施し、評価がビジネス要件に基づいて調整されていることを確認する。
- グローバルスタンダードに沿った、またローカル市場のニュアンスに関連した品質管理基準とプロセスの管理と導入においてビジネスをサポートする
- より良い改善のために、トレンドや赤旗をビジネスにハイライトする
- サンプルコール/チャットライブラリの正確な管理
- QA監査の完了とQAトレンドをハイライトしたQAダッシュボードを隔週で全ステークホルダーに提供する

1. 日本語を母国語とする方で、BPOコールセンターの品質監査の経験をお持ちの方。
2. 候補者を日本で採用し、現在は日本で勤務してもらいます。
3. インターソフト・シンガポールは、彼らのEmployment Passを処理する必要があります。
4. パンデミックが終息し、国境が開放されたら、候補者はシンガポールに移住しなければならない。
5. この職務には3人の候補者がいます。
6. シンガポールからの候補者を直接探すことも可能です。

応募条件
- 条件
- 学位をお持ちの方、または同等の実務経験をお持ちの方
- コールセンターでの最低2年間の品質監査経験
- コールセンターの品質フレームワークと方法論を明確に理解していること。
- 優れた対人能力とコミュニケーション能力
- バイリンガル - 英語とAPACの他の1言語に精通していること。(話す、書く)
- 自発的で、起業家精神があり、曖昧さに対処することに抵抗がない。
- 速いペースの環境で仕事ができること。
- 細部にまで気を配ることができる。
- コーチングの経験があれば尚可
- デジタル広告の知識があれば尚可
- 根本原因分析／ドリルダウンの実施経験があれば尚可

英語能力

ビジネス会話 (TOEIC 735-860)

日