Qualifications

• Requirement

  【MUST】 ・Minimum 3 years of call center experience and at least 1 year as a Quality Analyst in a managerial or leadership role. ・Proven ability to coach, mentor, and improve agent performance through structured feedback. Technical & Analytical Skills: ・Strong ability to analyze audit data, identify trends, and provide actionable insights. ・Expertise in quality monitoring, RCA, and process improvement methodologies. Leadership & Communication: ・Strong interpersonal skills to effectively interact with agents, managers, and senior stakeholders. ・Excellent verbal and written communication skills in English. Soft Skills: ・Highly organized, results-driven, and able to work under pressure. ・Attention to detail, problem-solving mindset, and ability to multitask effectively. 【BETTER】 ・Experience in handling escalations and dispute resolutions within a call center environment. ・Certification in Quality Management, Six Sigma, or Process Improvement. ・Familiarity with customer service tools, CRM systems, and QA software.

• English Level

  Fluent

• Japanese Level

  None

• Other Language

  English