QA Customer Service - Native Japanese Speaker

Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non- voice.
Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at the level of target required (statistical, Drivers, Attributes, etc.)
Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Provides accurate and timely reports on a daily, monthly, month- to- date and year- to- date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
Key Measure:
A common quality language regarding processes and improvements used in the organization
Knowledge of key principles of quality management distributed in the organization
Successful implementation of process improvements

MUST- HAVE:
Native Japanese speaker, based in Ho Chi Minh City, Vietnam
Basic English communication
Good pressure resistance skill to deal with customer escalation and willing to keep learning and align to the rules of customer service and support the whole team from every way to ensure the KPIs up to target.
NICE- TO- HAVE:
Previous working experience in customer service field of technical support. Familiar with the process for technical support and survey system of after- sales service. Familiar with the KPIs and metric and had a experience of Quality Assurance before.

Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)
12 days of annual leave, 8 days of sick leave
Competitive salary depending on experience
90% contribution of the gross salary to social insurance from the company side
Full salary during the probationary period
Annual Health Checkup

Cập nhật gần nhất lúc: 2025-11-28 00:45:03