QA Team Leader (Japanese Speaker)
- Bayan Lepas, Pulau Pinang
- Tetap
- Sepenuh masa
- Diploma/Degree in Hospitality, Business, or related field.
- 2+ years of experience in quality assurance TL, preferably in the call center or hospitality/accommodation industry.
- Have the experience in customer service more preferred.
- Strong understanding of accommodation operations (reservations, cancellations, refunds, booking platforms).
- Excellent analytical, listening, and communication skills.
- Proficient in Japanese and English.
- Monitor and evaluate customer service calls, chats, and emails related to accommodation bookings, cancellations, payments, and complaints.
- Ensure agents follow company policies, scripts, and quality standards when assisting customers.
- Identify process gaps, service issues, and training needs through call monitoring and audits.
- Provide feedback, coaching, and recommendations to agents and team leaders to improve service quality.
- Analyze and report quality performance trends to management for continuous improvement.
- Collaborate with operations, training, and client teams to improve customer satisfaction.
- Participate in calibration sessions to align QA standards across teams.
- Support compliance with SLA, KPIs, and client expectations in the accommodation industry.
- Provided training.
- Willing to relocate work in Bayan Lepas, Pulau Penang.
- Provided allowance.
- Annual leave/Medical leave.
- 5 working days/week.
- Annual Leave
- Medical and Hospitalisation Leave
- Training Provided
- Allowance Provided
- 5 Working Days
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