Quality Assurance Executive (Thai & Japanese)

• Performs call monitoring and provides trend data to the site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care / vendor & dispatcher email responses.
• Participates in call listening/ interaction deep dive  programs to identify customer needs and expectations.
• Flag non performing agents & support performance with coaching & feedback interventions led by BPO
• Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives 
• Provides actionable data to various internal support groups as needed and feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Participate in calibration calls to improve overall understanding & usage of QA Scorecard
• Problem solving skills in handling complaints effectively and efficiently , play an integral role in resolving for disputes raised on quality audits by Operations teams & BPO partners