Job Title (Japanese Language) Quality Analyst Job Type Permanent Job Requirements Bachelor Degree in Computer Science or equivalent 3+ years working experience in Service Desk environment; Have received award for call handling or agent award or team award is desirable but not essential; A technical qualification is required Customer Service qualification is desirable but not essential Ability to speak and write well in English Experience in conducting call/ticket monitoring preferred Responsibilities Be accountable and ensure targeted calls/tickets per agent are monitored on a monthly level, as well as to coach the agents based on the findings. Document the scorings for all agents into the score sheet and ensure scores entered are based on the element definition handbook. Prepare the monthly management report on call/ticket quality for overall service desk with a trending analysis. Chair the monthly meeting with Team Leads and Operations Manager on the call/ticket quality performance for each account together with trending and improvement plans. To conduct call/ticket quality element training for new hires of Global Service Desk. Identify area of improvement and implement service improvement program to constantly improve the service quality of Global Service Desk To maintain and to practice efficient housekeeping on Quality Units Knowledge Base. Maintain good liaison with other delivery groups and teams; To participate and execute internal audits as per QMR/ISMR guidance. Maintain an effective understanding of the customers' business, business requirements, and IT needs. To execute customer satisfaction surveys as per the process Execute CAR/PAR if any agents failed their call/ticket quality target. Execute WASP audits and ensure the document management process is being adhered. To conduct training pertaining to call/ticket quality and ISO awareness to agents as required. To be involved in new process implementation in order to understand the changing circumstances of Global Service Desk and ensure during audits this has been looked upon. Lead and motivate the agents in regards to quality outputs Provide advice to the agents based on the findings of call/ticket quality; Ensure effective communication across teams utilizing appropriate material; Coach, develop and motivate agents for quality deliverables in regards to calls/tickets handled; Perform call shadowing and additional coaching during the take on of new/ incremental business; Plan and schedule training as and when required; Provide on-the-job training on call/ticket quality and coaching to a team where this is appropriate and needed; Drive the business Assist project manager(s) for specific projects where scope is appropriate and relevant; Conduct regular meetings with Team Leaders and Managers to monitor and review call/ticket quality performance and to ensure teams within the group are working well across one another ensuring the Head of Operations Manager is kept informed as necessary; Produce regular monthly reports in predefined format to the Head of Operations and Operations Manager Show more Show less