Quality Analyst - Japanese

Our client, a global service provider, is recruiting for a Quality Analyst to join their business in Portugal. Position Title Quality Analyst - Japanese Position Type Full time Start Date ASAP Location Oeiras, Portugal Contact: Hemavathi Mathadmani | +49 (0)89 23 88 98 66 Responsibilities: Monitors all interactions and ensures accuracy of the output Coordinates and facilitates call calibration/training sessions for vendor QA partners Trains and certifies new IQA/VQAs Publishes quality trends, feedback and improvement/enhancement reports Deals tactfully and courteously with clients Produces quality reports and dashboards such as TNI, Pareto, etc. Drives process improvement and ensures process compliance Contributes to the development of the short and long-term goals of the process Ensures quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results) Drives first call resolution and quality initiatives in the program Skillset: Exceptional listening and strong analytical skills. Ability to work in a multicultural environment, and as part of cross-functional teams/client facing Works accurately and with an eye for details. Requirements: Minimum of 2 years in QA background At least 6 months' relevant experience is required in customer service in inbound and outbound programs Training background/skill will be an added advantage #J-18808-Ljbffr