[Hiring] Quality Analyst @David Kennedy Recruitment

Role Description

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.

• 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

Qualifications

• 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!