Quality Analyst, Japanese

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee and assess customer interactions through phone, email, and messaging platforms.

• Conduct regular quality evaluations to ensure adherence to established procedures and service benchmarks.

• Assess the communication and problem-solving abilities of customer service representatives, along with their management of customer inquiries.

• Identify quality deficiencies, recurring challenges, and areas for enhancement.

• Deliver clear and constructive feedback to Customer Service Representatives and Team Leaders.

• Compile quality reports and share insights on both individual and overall team performance.

• Collaborate with Team Leaders to formulate and implement improvement strategies.

• Engage in quality calibration sessions to maintain consistency in evaluation criteria.

⛳️ Requirements

• Proficient in spoken and written Japanese and English.

• Prior experience in Quality Assurance or Quality Analysis within a customer service or contact center setting.

• Experience in monitoring and assessing customer interactions.

• Strong grasp of customer service standards and quality evaluation processes.

• Excellent analytical capabilities and keen attention to detail.

• Ability to identify performance shortcomings and offer constructive feedback.

• Strong written and verbal communication skills.

• Competence in preparing reports and conveying findings to relevant stakeholders.

• Willingness to work rotating shifts, including weekends and public holidays, based on business needs.

🏝️ Benefits

• Work-from-home arrangement in Malaysia.

• Competitive compensation package.

• Opportunities for performance bonuses.

• Employee benefits.

• Opportunities for career and professional development.

• Access to thousands of complimentary learning courses.

• Comprehensive initial training and ongoing coaching.

• An inclusive and supportive work environment.

• Opportunity to collaborate within a global team.

• Relocation support.