Remote Quality Analyst, Japanese Language

Summary

Join us in our mission to build engaging player communities and offer outstanding experiences! As a Quality Analyst, you will support operations in enhancing its Quality of Service through providing independent and objective transaction monitoring to consistently deliver excellent customer experience and best in class service of tasks performed by representatives in order to maintain client confidence and loyalty.

Requirements

• Proficient in the use of excel or google sheets
• Experience in using QA tools (e.g. playvox, maestroqa, scorebuddy, nice, verint, etc)
• Analytical skills
• Problem-solving and decision-making skills
• Excellent oral and written communication skills
• Adaptive to changing work schedules
• Bachelor's degree in any field
• Or relevant working experience
• Minimum of 1 year experience in a high functioning quality organization within a contact center industry
• Total of 2 years work experience in a contact center industry
• Native level Japanese & Business Level Communication skills in English

Responsibilities

• Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience
• Ensures that transaction monitoring goals of the Company are met
• Ensures that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed
• Ensures integrity of generated data by maintaining accuracy and regularly reviewing data inputs before it is sent for review or consolidation
• Reviews and analyzes data on results and highlights areas for improving customer experience, as well as Identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship
• Performs further deep dive of other relevant data when necessary
• Calibrates with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts. Monitors interactions that are randomly selected per calibration meeting to ensure that customer experience expectations are adhered to

Benefits

• ���会保険完備
• ���間外手当支給
• ���通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• ���宅勤務手当（社内規定による）
• ���康診断（年1回）
• ���ンフルエンザ予防接種補助
• ���業員アシスタントプログラム
• ���業員持ち株会
• ���員紹介制度
• ���学プログラム（日本語／英語のレッスンサポート、資格取得サポート）
• ���内イベント（お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）