Japanese Bilingual QA Analyst

2 days ago

Taguig, National Capital Region, Philippines Tech Mahindra Full time $40,000 - $80,000 per year

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 general computer 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


• Tech-savvy

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