Quality Assurance Analyst

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• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct evaluations to identify areas of improvement.
• Monitor, analyze & audit trainees’ performance and call out any unusual trends.
• Identify training needs by working with operations team and QA.

A. Minimum Education Requirement
• Degree in any discipline.

B. Minimum Relevant Work Experience
• 1 year customer service.

C. Minimum Skills to Hire:
• Experience within customer services.
• Excellent leadership and communication skills.
• Ability to deal with demanding customers and escalations.
• Fast learner and able to cope in a fast-paced environment.

• Language proficiency in English is mandatory; Japanese is mandatory.
• Can work independently and has a good sense of responsibility.
• Commited to learning.

D. Preferred Qualifications

• Experience in supporting Travel accounts.
• Experience in preparing and presenting written project status reports and executive briefings.
• Phenomenal communication, presentation, and public speaking skills.
• Organizational and time management abilities.
• Critical thinking, analytical and decision-making abilities.