Job Responsibilities:

 Perform audits on recorded client interactions and provide evaluation feedback through QMS
 Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business
requirements.
 Support the business in managing and implementing Quality Management standards and
processes that are aligned with the global standard and relevant to the local market nuances
 Highlight trends and red flags to the business for better improvements
 Ensure accurate maintenance of sample calls/chats library
 Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all
stakeholders.

Must have skills & Education:

• Minimum of 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center's quality framework and methodology.
• Excellent interpersonal and communication skills.
• Language requirements- Fluent in English and Japanese. (speaking and writing)
• Ability to work in a fast pace environment.
• Strong attention to detail.
• Coaching experience is a plus
• Knowledge of digital advertising is a plus  Experience in performing Root Cause Analysis/drilldown is a plus
• Graduate