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Quality Supervisor - English - KL (Hospitality)

Salary undisclosed

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Qualifications:
A. Minimum Education Requirement
  • Degree in any discipline

B. Minimum Relevant Work Experience
  • For Internal - Minimum 1 year of Quality Analyst experience / Being in the TPMY team is desired
  • For External - Minimum 1 year of Quality Analyst experience on papers

C. Minimum Skills to Hire:

  • Fast learner who requires minimal supervision
  • Minimum bi-lingual proficiency, tri-lingual and above is preferred.
  • Language proficiency in English is mandatory. Proficiency Mandarin / Japanese / Korean are preferred.
  • Hospitality and Customer service background

D. Preferred Qualifications
  • Phenomenal communication, presentation and public speaking skills
  • Organizational and time management abilities
  • Critical thinking, analytical and decision making abilities
  • People management
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, analyse & audit trainees’ performance and call out any unusual trends
  • Identify training needs by working with operations team and QA