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GlobalCore Senior Quality Analyst - Japanese Speaking

Date:  28-Feb-2023
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: GlobalCore Senior Quality Analyst - Japanese Speaking

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Work you’ll do

The Contact Center team is part of Deloitte’s global shared services and is known for delivering Distinctive Service, providing win-win solutions to our Global Member firms and its clients. We provide world-class support to all our users round the clock and have handled millions of contacts. By doing so, we’ve built a reputation across the firm and industry for being the Best in Class. Growth is inevitable, and here’s a call for all those hardworking, exceptional performers to join us in this leadership journey.

 

  • Providing Total Quality Management (TQM) insights to aligned Line of Business (LOB) as key input into agent’s monthly check-ins
  • Communicate on a consistent basis with LOBs regarding communications and process updates in relation to quality assurance
  • Identify, lead and contribute to operational effectiveness efforts in relation to quality assurance but not limited to knowledge and agent development
  • Responsible for the monthly Quality Assurance monitoring and assessment process to ensure adherence to the CoRe Contact Centre Quality Assurance standards.
  • Responsible for ensuring their own knowledge and skills are current and aligned to LOB
  • Complete non-scored audits / mock calls for any new hires or cross-trained analysts as required
  • Review LOB CSAT to identify behaviors and/or trends that may align with Quality audits and report back to coaches and/or AM’s
  • Complete set daily audit target for aligned TQM team
  • Support special initiatives/projects that will benefit the business
  • Conduct new hire quality sessions for all the new hires within Contact Center
  • Attend Monthly meetings with LOB’s and provide recommendations and insights into quality improvements at an analyst / LOB level
  • Follow established process, procedures and member firm polices while maintaining compliance
  • Meet provided KPIs – Audits, mock calls, new hire quality session, calibration sessions



Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Associates / Analysts / Consultants across our Firm are expected to:

 

  • Understand the expectations set and demonstrates personal accountability for keeping own performance on track.
  • Understand how our daily work contributes to the priorities of the team and the business.
  • Demonstrate strong commitment to personal learning and development.
  • Actively focus on developing effective communication and relationship-building skills, with stakeholders, clients and team.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.


Requirements

 

 

  • Minimum 5 years of Call Center experience especially in Quality Analyst
  • Any Bachelor’s degree required
  • Excellent Command over Japanese Language (Read, Write , Speak)
  • Proficiency in English language is desirable
  • Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
  • Excellent people handling skills with expert knowledge of the contact center quality management and coaching skills
  • Self-motivated, team player, action and results oriented
  • Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge
  • Ability to negotiate change across organizational boundaries and influence others outside of own work group. Adept at networking and building consensus with all levels of management and staff
  • Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
  • Ability to perform under pressure
  • Willingness to work in rotational shifts including night shifts and working on weekend

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.

 

Requisition ID:  90503

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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