Job Description

Quality Monitoring & Evaluation

• Monitor, evaluate, and audit samples of inbound and outbound calls, emails, chats, and other customer-contact methods.
• Assess interactions against established quality standards and scoring criteria.
• Meet departmental productivity targets, including required volumes of calls and emails evaluated.
• Report evaluation results to Quality, Operations, Client, Account Management, and related stakeholders.

Calibration, Auditing & Quality Improvement

• Participate in calibration and call-listening sessions to ensure scoring consistency and best practices.
• Support internal quality audits to assess process controls, efficiency, and overall contact quality.
• Identify quality issues and recommend corrective or improvement actions.
• Participate in cross-functional quality task forces and improvement initiatives.

Program Knowledge & Performance Support

• Maintain current knowledge of client products, services, and program strategies.
• Perform customer-contact activities when required to remain familiar with program operations.
• Maintain quality forms, scoring legends, and supporting documents.
• Review key drivers, metrics, training, and operational processes affecting Balanced Scorecard performance and profitability.

Job Requirement

Education & Experience

• Associate or Bachelor’s degree in a related field.
• From 2–4 years of relevant experience is preferred.

Skills & Competencies

• Strong attention to detail and quality orientation.
• Able to evaluate customer interactions accurately and consistently.
• Good analytical, auditing, reporting, and process-improvement skills.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Able to multitask and meet assigned deadlines.

Language / Other Requirements

• Japanese proficiency at JLPT N2 or N1 level.
• English proficiency is required.
• Able to work effectively with Quality, Operations, clients, Account Management, and other stakeholders.

Personality & Attitude

• Self-motivated with a strong sense of urgency.
• Responsible, meticulous, and quality-focused.
• Able to work effectively under pressure.
• Proactive in identifying and recommending improvements.