Call Center - QA

As a Quality Assurance Analyst, you'll monitor customer interactions, evaluate agent performance, and ensure adherence to service standards. This role requires strong analytical skills and collaboration with cross-functional teams to drive continuous improvement.

Client Details

This opportunity is with a large organization within the Technology industry.

Description

• Monitor and evaluate inbound and outbound calls to ensure compliance with company policies, scripts, and quality standards.

• Identify performance trends and areas for improvement through call audits and data analysis.

• Provide detailed, constructive feedback and coaching to customer service agents to enhance service quality.

• Collaborate with team leaders and training departments to develop and refine quality assurance guidelines and training materials.

• Generate and present QA reports, highlighting insights and recommendations for process improvements.

Job Offer

• Work from home up to 4x per week
• Fixed work hours
• RSU Options

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698.

• Native-level Japanese and business-level English, Korean fluency is a plus
• minimum 2 years QA experience in call center industry
• Amenable to work in Tokyo Office