Quality Analyst. Japanese Bengali

Recruitify_HR; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

Recruitify_HR is looking for a Quality Monitor in Taguig, Philippines, to ensure quality standards during customer interactions. The role requires fluency in Japanese or Bengali, with at least 2 years of relevant experience. Responsibilities include monitoring calls and emails, conducting training sessions, and ensuring compliance with quality targets. Candidates should possess exceptional communication skills and attention to detail, with a preference for those having BPO experience and relevant language certifications.

Qualifications

• Must be fluent in Japanese / Bengali.
• At least 2 years of work experience using the language (Japanese / Bengali) is required.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.

Responsibilities

• Responsible for monitoring interactions and ensuring quality standards are met.
• Conduct quality monitoring and coaching.
• Drive process improvement and ensure process compliance.

Skills

Fluency in Japanese

Fluency in Bengali

Exceptional listening skills

Analytical skills

Communication skills

Education

Senior High School graduate

Tools

MS Office

Job description

Description

• Responsible for monitoring interactions and ensuring quality standards are met.
• Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on‑time/immediate feedback to the floor.
• Coordinates and facilitates call calibration/training sessions for call center staff.
• Publishes quality trends, feedback and improvement/enhancement reports to Verisk team.
• Conduct quality monitoring and coaching.
• Deal tactfully and courteously with clients.
• Produce quality reports and dashboards such as TNI, Pareto, etc.
• Drive process improvement and ensure process compliance.
• Contribute to the development of the short and long term goals of the process.
• Ensure quality and CSAT targets are met at all times.
• Drive first call resolution and quality initiatives in the program.

Requirements

• Must be fluent in Japanese / Bengali.
• At least 2 years of work experience using the language (Japanese / Bengali) is required.
• Must be at least a Senior High School graduate.
• BPO and customer service experience are preferred.
• Language certifications are preferred and not required.
• Years of living or staying in that specific country will be an advantage.
• Japanese QA (at least JLPT N2 certified for non‑natives; TRV or 13 visa holder for natives).
• Bengali (TRV or 13 visa holder for natives).
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge in MS‑Office.
• Works accurately and with an eye for details.