Quality Analyst (Customer Service) - Japanese Speaker

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