Quality Analyst. Japanese Bengali

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

Job summary

A customer service company in the Philippines is seeking a Quality Assurance Specialist who is fluent in Japanese or Bengali. The role involves monitoring interactions, providing feedback, and conducting training to ensure quality standards are met. Candidates should have at least 2 years of relevant experience, strong communication skills, and be a Senior High School graduate. The company values BPO experience and offers a supportive work environment.

Qualifications

• At least 2 years of work experience using Japanese or Bengali.
• BPO and customer service experience preferred.
• Language certifications preferred.
• Experience living in the Philippines is an advantage.

Responsibilities

• Monitor interactions and ensure quality standards.
• Coordinate training sessions for staff.
• Publish quality trends and feedback reports.
• Conduct quality monitoring and coaching.
• Produce quality reports and dashboards.
• Drive process improvement and compliance.

Skills

Fluent in Japanese

Fluent in Bengali

Excellent communication skills

Listening skills

Analytical 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 only.
• 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.