Quality Assurance Analyst

Job Responsibilities:

Perform audits on recorded client interactions and provide evaluation feedback through QMS
Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business
requirements.
Support the business in managing and implementing Quality Management standards and
processes that are aligned with the global standard and relevant to the local market nuances
Highlight trends and red flags to the business for better improvements
Ensure accurate maintenance of sample calls/chats library
Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all
stakeholders.

Must have skills & Education:

• Minimum of 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center’s quality framework and methodology.
• Excellent interpersonal and communication skills.
• Language requirements- Fluent in English and Japanese. (speaking and writing)
• Ability to work in a fast pace environment.
• Strong attention to detail.
• Coaching experience is a plus
• Knowledge of digital advertising is a plus Experience in performing Root Cause Analysis/drilldown is a plus
• Graduate

QAAS(Advisory Services)