What are the responsibilities and job description for the Training & Quality Assurance Supervisor - Japanese - Thailand (Social Media) position at Teleperformance?
Qualifications
- Fluent in English and Japanese
- Must have Degree in any discipline
- 2 years experience in Quality & Training function managing the key metric performance 1 year experience in handling a team of QAs & string in reporting (Excel & PPT)
- Fast learner and independent working skills, if required or needed by the situation
- Should be a great learner & proactive in taking care of additional responsibilities
- Understanding of effective Quality KRAs (Key responsibilities areas)
- Willingness to keep abreast of new techniques in corporate Quality
- Proficient in MS Office (Good skills in Excel and PowerPoint)
- Phenomenal communication, presentation and public speaking skills
- Organizational and time management abilities
- Critical thinking, analytical and decision making abilities
Responsibilities
• Managing a team of QAs in the LOB/Program• Share feedback with the agents on all people related defects (Quality Audits) / Failed audits, along with the QAs• Review The Reviewer activity to ensure less or no variance in the audits done by the team• Governing Dispute Management Process• Managing internal & external stakeholder expectations• Training and Refreshers coordination with the training team• Support and mentor new QAs & managing their monthly scorecard• Help operations on key metrics performance (Sharing insights & suggest action plan)• Conduct weekly quiz and spot checks on new updates & common defects (Identified Audit defects)• Sharing weekly/monthly performance dashboard• Working on weekly/monthly and quarterly review decks & present them to the clients• Conducting quality sessions with new hires• Coordination with training & Operations to ensure 100% goal achievement for all metrics
