Quality Assurance Analyst (Native Japanese)

Position title: Quality Assurance Analyst (Japanese) (Dual-lingual Japanese & English) JOB DESCRIPTION: Conducts quality reviews to evaluate quality performance and increase customer satisfaction. Prepare quality stats/insights reporting to help the COE and/or BPO improve and grow. Facilitate calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders. Perform root cause analysis and lead workshops/projects to identify quality issues/solutions and assist our business to reach a world-class Customer support experience. Liaise with Stakeholders to provide feedback on their teams’ quality level and create recommendations to improve the overall LOB quality performance. Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues. MANDATORY SKILLS: Fresher’s or 6 months experience in any Quality Review process Good working knowledge of computer i.e., MS-Office (Google sheets will be an added Advantage) Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate. Good Interpersonal & people management skills with good problem-solving approach. Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring. Ability to work well under pressure. Client oriented, flexible, patient. Dual-Lingual: Excellent English and Japanese (spoken and written communication skills) English language level of proficiency B2 CEFR equivalent. Japanese language proficiency JLPT N!/N2 equivalent (Pipplet assessment B2 and above e.g. C1 / C2) Good organizational skills. For Experience candidates Excellent verbal & written communication & basic presentation skills Good client management skills with eye for detailing, proactively identifying gaps in processes and flag it to internal leadership & client as appropriate. Good Interpersonal & people management skills with good problem-solving approach. Basic analytical skills for MIS, number crunching & reporting to internal & external customers. Ability to exercise managerial judgment and perform as a mentor. Ability to multitask multiple activities by effective delegation and monitoring. Demonstrated Customer Service Skills Japanese Language Proficiency is a must. Work hours: Single shift, local standard work hours. Mon to Friday (8am to 5pm), Saturday off Day, Sunday Rest Day. Work Location: The Gardens North Tower Office, Mid Valley City, Lingkaran Syed Putra, 59200 Kuala Lumpur, Malaysia.