QA Customer Service (Japanese N1/N2 - Open to Fresher - Up to 26M)

• 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.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• 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.)
• 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.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non- voice.
Key Measure:
• Knowledge of key principles of quality management distributed in the organization
• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization

20 days leave (12 days of annual leave and 8 days of sick leave)
90% contribution of the gross salary to social insurance
Annual Health Checkup
Activities: Birthday party, Employee engagement activities
Full working equipment will be provided
Training will be offered

Cập nhật gần nhất lúc: 2025-10-02 08:55:02