Japanese Bilingual QA Analyst

4 weeks ago

Taguig, Philippines Tech Mahindra Full time

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
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Telephone Call Centers

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