David Kennedy Recruitment is 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:
Excellent spoken and written Japanese and 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!