Quality Analyst - Japanese

Our client, a global service provider, is recruiting for a Quality Analyst to join their business in Portugal.Position TitleQuality Analyst - JapanesePosition TypeFull timeStart DateASAPLocationOeiras, PortugalContact:Hemavathi Mathadmani | +49 (0)89 23 88 98 66Responsibilities:Monitors all interactions and ensures accuracy of the outputCoordinates and facilitates call calibration/training sessions for vendor QA partnersTrains and certifies new IQA/VQAsPublishes quality trends, feedback and improvement/enhancement reportsDeals tactfully and courteously with clientsProduces quality reports and dashboards such as TNI, Pareto, etc.Drives process improvement and ensures process complianceContributes to the development of the short and long-term goals of the processEnsures quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)Drives first call resolution and quality initiatives in the programSkillset:Exceptional listening and strong analytical skills.Ability to work in a multicultural environment, and as part of cross-functional teams/client facingWorks accurately and with an eye for details.Requirements:Minimum of 2 years in QA backgroundAt least 6 months' relevant experience is required in customer service in inbound and outbound programsTraining background/skill will be an added advantage
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