Jobs

Quality Analyst (Japanese Speaking)


Sutherland

Based: Malaysia(Federal Territory/Kuala Lumpur)

Posted on 5 Jul 2018

Job Description

At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Quality Analyst.  

If you are a Quality Analyst looking for a global career, do not miss this opportunity!

As a Quality Analyst, you are responsible for the creation and maintenance of comparative quality data for multiple lines of business, brands and vendors. You are also expected to:

KEY RESPONSIBILITIES:
  • Collaborate with the Quality Manager and vendors to identify trends, process gaps and agent/customer struggles;
  • Recommend process improvements based on QA findings, QA data and CSAT;
  • Process adherence, performance analysis and calibrations; and
  • Take charge in focus monitoring, Root Cause Analysis (RCA), hygiene checks for all lines of business (call recordings, chat, email, etc.), CSAT/DSAT analysis, training and coaching recommendations. 
 MINIMUM QUALIFICATIONS: 
  • Finished at least 2 years in college (or High School Graduate + BPO experience)
  • At least 6 months of relevant work experience
  • Excellent customer service skills
  • Proficient in English and Japanese (Nihonggo)
  • Working knowledge on computers
  • Willing to work in Bangsar South

Company Details

Established in 1986, Sutherland Global Services is a global provider of process transformation services. We offer an integrated portfolio of analytics-driven IT services, back-office and customer facing solutions that support the entire customer lifecycle. We are one of the largest process transformation companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals and has locations across the United States, Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, UAE, and United Kingdom. For more information, visit www.sutherlandglobal.com