Quality Analyst

Are you passionate about analyzing organizational performance? Do you strive to help Client Success teams gain insight into the way they do business with our customers? Our Quality Support Operations (QSO) team delivers insights on communication and care that help client facing teams reimagine their training, communication, business, and organizational processes to bring efficiency and optimization to global Client Success care.

In our Quality Support Operations practice, our Quality Analyst (Japanese Bilingual) works in partnership with Customer Support team. The Quality Support Operations (QSO) team analyzes client interactions to improve training, communication, and processes for global Client Success.

• QSO Analysts partner with Customer Support to identify patterns affecting client care and report findings to QSO Manager.
• The role requires exceptional communication, detail-oriented analysis, and the ability to work independently and collaboratively.
• Responsibilities include performing quality audits, providing data-driven insights, and collaborating with internal stakeholders to enhance the client experience.
• Required skills include 1+ years of experience in client success process quality or data analysis, and strong communication and relationship-building skills.
• Preferred skills include a desire for continuous learning, experience with quality control metrics and client interaction technologies.
• The work environment is fast-paced and collaborative, requiring concentration, regular attendance, and effective communication.
• The position involves using standard office equipment and advanced knowledge of Google Suite and analytical tools.

QSO Analysts gather the data and insight that compel change in the business. The successful candidate will have exceptional communication skills, be detail oriented, analytical, organized and thoughtful, with the demonstrated ability to work both independently and within a team.

Responsibilities

• Perform audits of quality functions as a control to ensure that internal processes are being followed and quality standards are met.
• Perform transactional and transformational audits, with detailed summary for coaching points.
• Provide guidance in the calibration between teams, facilitating discussion around policy setting and measurement of quality in each business area.
• Provide trend data and actionable insights to management and various internal support groups as needed.
• Perform as primary point of contact for clarification and / or resolution of any CS reported concerns in quality metric reporting and analysis.
• Own the process of gathering, analyzing, and reporting key quality metrics and target tracking for Dedicated, Shared, Social, and Jobseeker Client Success teams.
• Deliver support and training on quality solutions that include documentation, process, and technology.
• Help develop strategy, tactics, and KPI measurements associated with the pursuit of a better client experience.
• Deliver consistent and routine metric updates (weekly, monthly, quarterly, annually) with a high level of accuracy.

Qualifications

• Native-level proficiency in Japanese: Excellent written and verbal communication skills in Japanese, including knowledge of regional dialects and nuances.
• English Language Skills: Ability to effectively communicate in English to collaborate with international teams.
• Quality Assurance Experience: Prior experience in a quality assurance role, preferably with a focus on localization.
• Attention to Detail: Meticulous ability to identify even minor errors in language and functionality.
• Analytical Skills: Strong analytical skills to assess issues and identify root causes.
• Software Proficiency: Familiarity with quality assurance tools and software.

Work Setup: Hybrid

Schedule: Japan Hoop

Location: Davao Felcris