Quality Analyst – Customer Service (Japanese or Korean Speaking)

Overview

Quality Analyst – Customer Service (Japanese or Korean Speaking)

Location: Bangkok, Thailand (on-site)

Industry: Customer Service for a well-known international company

Working hours: 24/7 operation, Monday to Sunday, rotational shifts (including nights, weekends and public holidays), subject to operational requirements

Language: Japanese or Korean: native level or C1 and above · English: B2 and above (written, reading and speaking)

Responsibilities

Key responsibilities• Conduct QA evaluations of calls, chats and emails per client requirements and provide QA progress reports to Team Leaders.• Conduct root cause and other data analysis on quality results.• Act as escalation point of contact for process questions, issues and resolution.• Act as Subject Matter Expert (SME) for QA evaluations and run calibration sessions with Operations, Training and the client.• Provide clear feedback to agents and Team Leaders to support coaching.• Participate as a project team member in problem prevention and continuous improvement projects.

Qualifications

Requirements

• Bachelor's degree or equivalent diploma in any discipline.
• Minimum 1 year of experience as QA in a call centre / BPO.
• Proficient in Japanese or Korean and English (written, reading and speaking).
• Strong attention to detail, analytical skills and MS Excel.
• Able to work 24/7 rotational shifts, including nights, weekends and public holidays.
• Willing to relocate to Bangkok if currently residing overseas; able to start immediately is preferred.