Quality Assurance Analyst (Non Native Japanese)

JOB DESCRIPTION:

• Conducts quality reviews to evaluate quality performance and increase customer satisfaction (calls, emails, documents and chats).
• 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.
• Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues.

REQUIREMENTS:

For Freshers:

• Fresher’s or 6 months experience in any Quality Review process
• Dual-Lingual: Excellent English and Japanese (spoken and written communication skills) as this is to support Japanese market.

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.

Work hours:

• Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day.
• Working hour 8 am to 5pm. Working on Public Holiday will earn replacement leave. (WFO)

Work Location:

• Gardens North Tower (Accessible via Public Transport LRT/KTM)

Job Type: Full-time

Pay: RM8,500.00 - RM10,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Day shift

Application Question(s):

• Do you write and read in Japanese

Experience:

• Customer service: 1 year (Preferred)

Language:

• Japanese (Required)