POSITIONS

 
Japan
TBG-017860

Company:

Consumer Goods & Retail

Position:

3-21 Call Center QA Manager / コールセンターQAマネージャー

Salary(¥):

7-10 million

Responsibilities

1. Lead a QA team to achievement of performance goals.
2. Manage and drive customer experience quality initiatives.
3. Monitor and report on Quality metrics, deep dive and identify trends/root causes.
4. Recommend, own and drive performance improvement areas.
5. Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics.
6. Own the development of strong quality improvement coaching and training process to drive continuous improvement.
7. Provide clear insight into performance drivers and the levers which impact performance.
8. Implement and own action plans which driver performance improvements.
9. Own quality monitoring data management system to compile and track performance at team and individual level.

Requirements

 1. 2 years or more Contact Center Quality Assurance experience.