Job Title: Call Center Quality Assurance Analyst - Japanese Speaker
Location: Quezon City, Philippines
Department: Quality Assurance / Customer Support
Reports To: Quality Assurance Manager
Position Overview:
We are seeking a detail-oriented and highly skilled Call Center Quality Assurance Analyst with fluency in Japanese to join our dynamic team. In this role, you will monitor, evaluate, and analyze customer interactions within the call center to ensure compliance with company standards, regulatory requirements, and exceptional service delivery. You will play a crucial part in maintaining the quality of customer service and ensuring that the team adheres to performance and procedural guidelines while assisting our Japanese-speaking customers.
Key Responsibilities:
- Monitor & Evaluate Calls: Regularly review and assess customer service calls, emails, and chat interactions (including Japanese language communications) to ensure adherence to quality standards.
- Quality Scoring: Evaluate agent performance based on key metrics, including communication skills, problem resolution, customer satisfaction, accuracy, and adherence to scripts in Japanese.
- Provide Feedback & Coaching: Offer constructive feedback and coaching to call center agents to improve performance, customer handling skills, and communication in both English and Japanese.
- Documentation & Reporting: Create and maintain detailed reports on quality assurance results, agent performance, trends, and areas for improvement, reporting findings to management in a timely manner.
- Identify Improvement Opportunities: Work closely with the training and development teams to identify areas for training and improvement based on performance evaluations.
- Collaboration with Leadership: Collaborate with team leaders and managers to ensure that quality standards align with business goals and customer expectations.
- Compliance & Guidelines Adherence: Ensure that all customer service interactions comply with internal policies, service level agreements (SLAs), and legal requirements, particularly those relevant to the Japanese market.
- Continuous Improvement: Participate in ongoing development of best practices, training materials, and process improvements to enhance the overall customer experience.
Qualifications:
- Language Skills: Fluent in both written and spoken Japanese (native or near-native proficiency) and English.
- Experience: 2+ years of experience in quality assurance within a call center or customer service environment.
- Knowledge of QA Methodologies: Familiarity with quality assurance standards and best practices for evaluating customer service interactions.
- Analytical Skills: Strong ability to analyze data, identify trends, and provide actionable feedback for performance improvements.
- Attention to Detail: Excellent attention to detail with a strong commitment to maintaining high standards of service quality.
- Communication Skills: Effective communicator with the ability to provide clear, constructive feedback and work with cross-functional teams.
- Tech-Savvy: Comfortable with call center software, CRM systems, and proficiency in Microsoft Office Suite or Google Workspace.
- Cultural Understanding: Deep understanding of Japanese customer service expectations, business etiquette, and communication styles.
- Problem Solving: Ability to identify problems and recommend effective solutions to improve service quality and agent performance.
- Education: Bachelor's degree or equivalent experience preferred.
Preferred Qualifications:
- Certifications: Certifications in quality assurance, customer service, or related fields are a plus.
- Call Center Experience: Experience working in a Japanese-language call center environment is highly preferred.
- Multitasking: Ability to handle multiple tasks efficiently in a fast-paced environment.
