Job Description

Responsibilities:

• Lead and Manage a team size of 20-25 Quality Analysts who will be reviewing previously adjudicated documents to assess if the reviewer followed business and compliance requirements for Client.
• Communicate to Uber any missing tools or policies for CSRs to perform their duties.
• Present business performance to client through slides
• Work with regional POCs and Client POCs to drive optimal QA scores, while identifying and promptly escalating risks to the business as observed by QAs
• Holding all parties accountable to mitigating business risk through data driven analytics and insights.
• Exhibit outstanding technical and business friendly communication skills and be able to create strong rapport with team members, client and vendors.
• Review output of QA audits and provide data driven insights.
• Monitor and provide feedback to managed staff to effect improvements in organizational goals

Requirements:

• Minimum 24 Months experience in managing teams.
• Process Approach and comprehension of customer requirements
• Should be from Quality Background or similar domain
• Mature individual with ability to work & communicate with people across production floor
• Ability to think analytically
• Good interpersonal skills
• Internal and External Stakeholder Management skills
• Strong understanding of Google Suite (Doc, Slides, Sheets)
• Ability to coach and mentor agents
• Complex problem solving and critical thinking
• Japanese proficiency level \xe2\x80\x93 at least N2

Job Type: Full-time Salary: From RM7,000.00 per month Benefits:

• Health insurance

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Managing Teams: 2 years (Preferred)

Language:

• Japanese (Required)
• English (Preferred)

• Health insurance