Quality Assurance Analyst

Qualifications

A. Minimum Education Requirement:

• Degree in any discipline.

B. Minimum Relevant Work Experience:

• 1 year customer service.

C. Minimum Skills to Hire:

1. Experience within customer services.
2. Excellent leadership and communication skills.
3. Ability to deal with demanding customers and escalations.
4. Fast learner and able to cope in a fast-paced environment.
5. Language proficiency in English is mandatory; Japanese is mandatory.
6. Can work independently and has a good sense of responsibility.
7. Committed to learning.

D. Preferred Qualifications:

1. Experience in supporting Travel accounts.
2. Experience in preparing and presenting written project status reports and executive briefings.
3. Phenomenal communication, presentation, and public speaking skills.
4. Organizational and time management abilities.
5. Critical thinking, analytical and decision-making abilities.

Responsibilities

1. Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
2. Make recommendations and define strategies that solve critical business problems through both established industry best practices and creative innovations.
3. Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
4. Package, deliver, and at times present key findings and briefings.
5. Conduct evaluations to identify areas of improvement.
6. Monitor, analyze & audit trainees’ performance and call out any unusual trends.
7. Identify training needs by working with operations team and QA.