Quality Analyst (Japanese)

David Kennedy Recruitmentis working with a global customer experience and technology services company that is seeking to onboard a Japanese-speaking Quality Analyst to support its Japanese-speaking Customer Service team in Malaysia.
As a Quality Analyst, you will be responsible for monitoring and evaluating customer interactions to ensure that the Japanese-speaking Customer Service team consistently delivers high-quality customer support.
You will assess interactions across phone, email and messaging channels, identify areas for improvement, provide actionable feedback and work closely with Team Leaders to maintain service standards and enhance the overall customer experience.
Position: Quality Analyst (Japanese)
Location: Malaysia
Model: Remote
Employment type: Full time
DUTIES AND RESPONSIBILITIES:

Monitor and evaluate customer interactions across phone, email and messaging channels

Conduct regular quality assessments to ensure compliance with established procedures and service standards

Evaluate customer service representatives' communication, problem-solving skills and handling of customer enquiries

Identify quality gaps, recurring issues and opportunities for improvement

Provide clear and constructive feedback to Customer Service Representatives and Team Leaders

Prepare quality reports and share insights regarding individual and overall team performance

Collaborate with Team Leaders to develop and implement improvement plans

Participate in quality calibration sessions to ensure consistency in evaluation standards

REQUIREMENTS:

Native Japanese and good command of English

Previous experience in Quality Assurance or Quality Analysis within a customer service or contact centre environment

Experience monitoring and evaluating customer interactions

Strong understanding of customer service standards and quality assessment processes

Excellent analytical skills and attention to detail

Ability to identify performance gaps and provide constructive feedback

Strong written and verbal communication skills

Ability to prepare reports and communicate findings to relevant stakeholders

Willingness to work rotating shifts, including weekends and public holidays, according to business requirements

BENEFITS:

Work-from-home arrangement in Malaysia

Competitive compensation package

Performance bonus opportunities

Employee benefits

Career and professional development opportunities

Access to thousands of free learning courses

Initial training and ongoing coaching

Inclusive and supportive working environment

Opportunity to work within a global team

Relocation support

And many more!

Originally posted on Himalayas