Quality Analyst (Japanese) - Remote

About the role

A global customer experience and technology services company is hiring a Japanese-speaking Quality Analyst through David Kennedy Recruitment to support its Japanese-speaking Customer Service team in Malaysia. The position is fully remote and full time, and involves monitoring and evaluating customer interactions so that the team consistently delivers high-quality support.

Key responsibilities

• Monitor and evaluate customer interactions across phone, email and messaging channels
• Conduct regular quality assessments to ensure compliance with procedures and service standards
• Evaluate representatives' communication, problem-solving skills and handling of enquiries
• Identify quality gaps, recurring issues and improvement opportunities
• Give clear, constructive feedback to Customer Service Representatives and Team Leaders
• Prepare quality reports and share insights on individual and team performance
• Help Team Leaders develop and run improvement plans and take part in quality calibration sessions

Required profile

• Native Japanese and good command of English
• Previous QA or quality analysis experience in a customer service or contact centre
• Understanding of customer service standards and quality assessment processes
• Willingness to work rotating shifts, including weekends and public holidays

Required skills

• Analytical skills and attention to detail
• Ability to spot performance gaps and give constructive feedback
• Written and verbal communication, and report preparation

What we offer

• Work-from-home arrangement in Malaysia
• Competitive pay, performance bonuses and employee benefits
• Career development, initial training, coaching and access to free learning courses
• Inclusive environment, global team and relocation support