The posting
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:
- 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!
