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.

Yêu cầu công việc

- Japanese: JLPT N2 or above.

- English: Intermediate level or above, sufficient for email, reports and workplace communication.

- 2+ years of experience in one or more of the following:

+ Quality Assurance / Quality Monitoring

+ Customer Service

+ Call Center / Contact Center

+ BPO Operations

- Experience in call monitoring, quality evaluation, auditing or process improvement is a strong advantage.

- Strong attention to detail with good analytical and problem-solving skills.

- Good communication and interpersonal skills.

- Ability to work independently, manage multiple tasks and meet deadlines.

- Proficient in Microsoft Office, particularly Excel.

- Willing to work on rotating shifts.

- Candidates from Customer Service, Call Center or BPO backgrounds who are looking to transition into Quality Assurance are welcome to apply.

WHY JOIN US?

- USD 1,000 – 1,200/month fixed salary

- Monthly performance bonus

- 13th-month salary

- 100% salary during probation

- 14 days of annual leave

- Full Social & Health Insurance + Aon Health Care

- Professional and dynamic international working environment

- Opportunities to work with experienced professionals and leading industry experts

- Career development and advancement opportunities

- Opportunity to build expertise in Quality Assurance, Customer Experience and BPO Operations

- Transparent, collaborative and people-focused workplace culture

- Regular company events and employee engagement & well-being activities

TAKE THE NEXT STEP IN YOUR CAREER

- If you are a Japanese-speaking professional with experience in Customer Service, Call Center, BPO or Quality Assurance and want to grow your career in an international environment, we would love to hear from you.

Apply now and take the next step toward your Quality Assurance career!

Quyền lợi

• Thưởng: Attractive fixed salary + monthly performance bonuses
  13th-month salary + 100% salary during probation.
• Chăm sóc sức khoẻ: Health Insurance, Social Insurance + Aon Health Care.
• Nghỉ phép có lương: 14 days of annual leave.
• Đào tạo: Career development opportunities in a professional and dynamic environment.
• Hoạt động nhóm: Participation in engagement and well-being activities: Company events, Happy Day,...
• Khác: Opportunity to work with top industry experts and talented colleagues.
  Transparent, trustworthy, and inspiring workplace culture.