Job Description
The Quality Assurance Analyst's primary role is to be responsible for assessing the performance of the engagement center's agents who deal with our consumers. The QA Analyst will monitor calls to assess technical accuracy, customer service performance, demeanor and complying with policies and procedures.
Job Descriptions:
Participates in designing of QA monitoring formats and quality standards
Performs call monitoring and provides trend data
Uses QA results to compile and track performance at team and individual level
Provides feedback to engagement center agents
Prepares and analyses quality reports for management staff review
Performs calibration sessions with team manager and staff
Job Qualifications:
Bachelor's degree in related field
At least 1 year of experience as a QA Analyst or similar position
Experience adapting to change and successfully setting and adjusting priorities as needed
Experience multitasking
Advanced use of Microsoft Office
Outstanding customer service skills
Exceptional listening and analytical skills
Strong language proficiency in Japanese and English
