Quality Audit Specialist [Japan Market | Contact Centre]

TDCX Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Join a leading BPO company known for its award-winning culture and diverse work environment. As a Quality Analyst, you will play a crucial role in enhancing performance through monitoring and feedback initiatives, contributing to the continuous development of the team and ensuring high standards of service quality. Ideal candidates will possess both communication prowess in English and Japanese, along with a background in quality assurance.

Benefits

Attractive remuneration

Comprehensive medical coverage

Engaging activities and recognition programs

Strong learning and development plans

Qualifications

• At least a diploma or Bachelor's Degree in any field.
• Preferably with 2 years of relevant experience.
• Knowledge of quality tools and methodologies.

Responsibilities

• Perform channel monitoring to evaluate employee behavior.
• Provide feedback to address skills gaps.
• Prepare and analyze quality reports for stakeholders.

Skills

Organizational skills

Time management

Customer service

Problem-solving

Communication skills

Education

Diploma or Bachelor's Degree

Job description

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with this company, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with diverse, talented people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with this company

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy-to-locate area with direct access to public transport
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Perform channel monitoring to evaluate employee behavior, customer service performance, and compliance with company policies and regulations
• Provide structured feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
• Prepare and analyze quality reports for review with stakeholders and clients
• Collaborate with the call quality team and QA Manager to identify and improve QA processes
• Develop evaluation programs aligned with account objectives, working with Operations, Training, and Clients to identify root causes and improve performance
• Utilize call center tools and systems to gather data and analyze trends affecting quality
• Perform other duties as assigned to support the Quality Management System

Who are we looking for?

• Candidate must possess at least a diploma, Bachelor's Degree, or higher in any field
• Preferably with 2 years of relevant experience; entry-level candidates are encouraged to apply
• Experience in quality audits, root cause analysis, calibration, and process improvement
• Knowledge of quality tools, terms, and methodologies
• Ability to train and develop support agents
• Excellent organizational, time management, customer service, and problem-solving skills
• Excellent verbal and written communication skills in English and Japanese, with the ability to audit transactions performed in Japanese for native customers in Japan.