Job Title:
Sr Quality Analyst - 1 JapanJob Description
The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
- Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Location:
MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40Language Requirements:
Time Type:
Full time2024-10-28If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Skills Required
- Experience monitoring and evaluating inbound/outbound calls and other contact methods (chat, email)
- Ability to meet departmental productivity requirements (number of evaluations per month, etc.)
- Experience participating in calibration/call listening sessions to ensure scoring consistency
- Experience conducting internal quality audits and recommending process improvements
- Strong program knowledge base and basic understanding of client products, services, and program strategies
- Ability to report evaluation results to stakeholders and contribute to metrics-driven improvement initiatives
- Participation in quality task forces and support of Training and operational processes
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
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