Teleperformance
Qualifications
A. Minimum Skills to Hire
- Experience within customer services
- Excellent leadership and communication skills
- Ability to deal with demanding environment
- Fast learner and able to cope in a fast-paced environment
- Degree in any discipline
B. Minimum Relevant Work Experience
- 1 year customer service or currently serving at least 6 months in the Quality role
C. Skills
- Language proficiency in Japanese is mandatory
- Can work independently and has a good sense of responsibility
- Commited to learning
D. Preferred Qualifications
- Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
- 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
- Proven track record of collaborating with cross-functional groups to produce results
- Demonstrated ability to perform well in a rapidly changing and extremely global team
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
- Excellent communication skills
- Strong critical thinking and exceptional problem-solving skills
- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
- Passion for our mission of ensuring a world class support experience for our community
- Quality certification (e.g. Lean Six Sigma, TQM, etc.) is a plus
Responsibilities
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement.
- Monitor, analyze & audit trainees’ performance and call out any unusual trends.
- Identify training needs by working with operations team and QA.
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