Quality Assurance Specialist (Japanese Speaking)

Work location: G Tower, KL, Malaysia

Working hours: Rotational Shift

Position Overview

Responsible for monitoring and evaluating service quality across voice and non voice channels. Ensures compliance with operational KPIs, SLA standards, and continuous improvement initiatives.

Key Responsibilities

• Conduct quality audits and evaluate customer interactions.
• Perform root cause analysis and identify service gaps.
• Prepare QA reports and trend analysis.
• Lead calibration sessions with Operations and Training teams.
• Support client quality reviews and improvement initiatives.

Requirements

Bachelor's degree or equivalent.

• Minimum 1 year QA experience in contact center environment preferred.
• Strong analytical and reporting skills.
• Experience hospitality industry experience is an advantage.

Language Requirement

• Business level English and Japanese