
Japanese Bilingual QA Analyst
4 weeks ago
4 days ago Be among the first 25 applicants
Responsibilities
- Monitors all interactions and ensures accuracy of the output
- Coordinates and facilitates call calibration/training sessions for vendor QA partners
- Train and certify new IQA/VQAs
- Publishes quality trends, feedback and improvement/enhancement reports
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI, Pareto, etc.
- Drive process improvement and ensures process compliance
- Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
- Drive first call resolution and quality initiatives in the program
Requirements:
- Minimum of a 2-year Associate Degree but Bachelors’ degree complete or in progress is preferred
- OR 2 years of college if part time, unless otherwise mutually agreed upon
- Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Japanese language proficiency
- Familiarity with cultural norms (specifically for Support) of a Japanese-speaking country.
- Experience living in Japanese-speaking country for at least 5 years is required if not a Native language speaker
- Strong analytical, problem solving and general troubleshooting skills
- Excellent written communication and interpersonal skills
- Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
- Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.
- Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key
- Associate
- Full-time
- Quality Assurance
- Telephone Call Centers
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Location mentions (e.g., Makati, Quezon City, Pasig, Manila) and other job board content were removed to focus on the substantive QA responsibilities and requirements.
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