Quality Assurance Analyst – Customer Service (Japanese Speaking)

WORKING HOURS & LOCATION

- Working Hours: Standard office hours

- Location: 10th Floor, Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh City

- Working Schedule: 5 days per week

- Daily Working Hours: 9 hours per day, including 8 working hours and a 1-hour lunch break

- Language Proficiency: Japanese N2 + English

ABOUT THE ROLE

- Are you a Japanese-speaking Customer Service professional looking to take the next step in your career?

We are looking for a Quality Assurance Analyst to join our Customer Service/BPO team. You will be responsible for monitoring and evaluating customer interactions, identifying quality gaps and providing insights to improve customer experience and operational performance.

This role is ideal for candidates with experience in Quality Assurance, Quality Monitoring, Customer Service, Call Center or BPO Operations who are looking to develop their career in a professional and international environment.

KEY RESPONSIBILITIES

- Monitor and evaluate inbound/outbound calls, emails and chats according to established quality standards.

- Conduct quality audits and ensure evaluations are accurate, consistent and objective.

- Identify quality gaps and provide constructive feedback to improve customer service performance.

- Participate in calibration sessions with QA, Operations, Training and client teams to ensure consistent quality scoring.

- Analyze quality results and identify recurring issues, trends and root causes.

- Prepare quality reports and provide recommendations for process and service improvements.

- Maintain up-to-date knowledge of products, services, processes and quality guidelines.

- Work closely with Operations and Training teams to support quality improvement initiatives.

- Maintain quality forms, evaluation guidelines and related documentation.

- Complete assigned monitoring and reporting targets accurately and within deadlines.