Quality Analyst – Remote – Malaysia

People Hive HR Consultancies LLC; Penang; Remote; MYR 81,000 - 97,000; Full time

Benefits offered by this job

Relocation allowance RM1,500

Flight reimbursement up to RM2,500

Temporary accommodation reimbursement,

Job summary

People Hive is seeking a Quality Analyst (Japanese) to join a remote team based in Malaysia. The role focuses on monitoring and evaluating customer interactions within a travel-related customer service setting, emphasizing quality assessments, feedback, and reporting.

The ideal candidate is native in Japanese with strong English, has QA experience in contact center operations, and can analyze data to identify gaps and drive service improvements.

Qualifications

• Native Japanese with good command of English.
• Experience as Quality Analyst or QA in customer service.
• Experience monitoring and evaluating customer interactions.
• Understanding of customer service quality standards and assessment processes.
• Ability to identify quality gaps and provide constructive feedback.
• Strong analytical skills and attention to detail.
• Willing to work rotating shifts, including weekends/public holidays.

Responsibilities

• Monitor and evaluate customer interactions within the CS team.
• Conduct quality assessments and identify performance gaps.
• Provide feedback and prepare reports.
• Collaborate with Team Leaders to improve service delivery.

Skills

Japanese language

English proficiency

Quality assurance in CS

Analytical skills

Attention to detail

Shifts availability

Job description

People Hive is supporting a client in the search for a Quality Analyst (Japanese) to join their team remotely, based in Malaysia.

The Japanese-speaking Quality Analyst monitors and evaluates customer interactions within a customer service team supporting travel-related products, including hotels, flights and activities. The role focuses on quality assessments, identifying performance gaps, providing feedback, preparing reports and collaborating with Team Leaders to improve service delivery.

Critical Requirements

• Native Japanese and good command of English
• Previous Quality Analyst or Quality Assurance experience in customer service/contact center operations
• Experience monitoring and evaluating customer interactions
• Understanding of customer service quality standards and assessment processes
• Ability to identify quality gaps and provide constructive feedback
• Strong analytical skills and attention to detail
• Availability for rotating shifts, including weekends and public holidays

What's on Offer

• Initial one-time relocation allowance of RM1,500
• One-way flight reimbursement of up to RM2,500
• Temporary accommodation reimbursement of up to RM2,000 for 10 days
• Total first-month reimbursement of up to RM6,000 (receipts required)

Priority: URGENT

Location: Remote – Malaysia

Working arrangement: Remote

Employment: Full-time

Languages: Japanese + English

Seniority: Mid-level

Industry: Travel / Customer Experience (BPO)

Salary: RM8,000 gross per month

Job Reference: PH-DSR-091126