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Job Description

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

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