Quality Assessment Lead - Japanese is responsible for reviewing and auditing chats, emails and telephone interactions along with reviewing and investigating customer survey responses. The lead will also be responsible for facilitating calibration/group sessions regarding our quality program. A Quality Assessment Lead is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with our Customer Support Team. The Quality Assessment Lead - Japanese is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assessment Leadership and International Strategic Operations Manager and monitors the result of stated recommendations.
The Quality Assessment Lead - Japanese position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships, partnering with the Quality Leadership, Operations, JustAnswer Clients, Training and other support function Team. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.
Role and Responsibility:
• Lead Duties – Including but not limited to, assuring proper number of weekly/monthly audits are completed, conducting audits, leading calibrations and coaching and development of International Quality analysts.
• Monitoring – Quality Leads are expected to audit incident data, emails, calls, chats and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Feedback Session – Quality Leads are expected to conduct feedback sessions on assigned focus agents in real-time or as the queue permits.
• New Hire Support – Quality Leads are expected to perform mock calls with new hires post-training to determine readiness for moving into support.
• Data Analysis - Provide structured and timely recommendations; verbal and/or written feedback to Quality team leadership and analyze trends or patterns affecting quality.
• Process Improvement - Collaborates with Operations and Training to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Japan Channel Support – When needed, support the Japan team by working tickets via our email and voice channels
Eligibility:
• Strong computer skills and domain knowledge.
• Minimum 1 year of relevant employment experience in BPO / Contact Center as a QA audit support or similar role.
• A degree in relevant field or proven experience in lieu of
• Excellent written and oral communication skills in English.
• Native or N1 - Japanese
• Passion for Quality driven work.
• Self-motivated and driven.
What we can offer you:
• Time off throughout the year (paid and unpaid)
• Professional development support and encouragement
• Product platform and global connect
• Connecting to Artificial Intelligence
• 360degree learning
About Us: It’s not every day in your life that you get to be a part of a simple yet powerful mission to help people. Not every job of yours would give you the satisfaction of having made a direct impact on someone’s day or life. If these things matter to you, then JustAnswer is the place to be. While we strive together to make world a better place, one question at a time, we promise you that you would discover a newer version of you who has explored and exploded the known horizon of your potential, who is not afraid of failures and who has embraced learning as a way of life.
We are a San-Francisco based company founded in 2003 and since then we have been democratizing the way professional services have been delivered by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget in 700 plus categories. In the last 15 years we have helped 10 million customers in 196 countries by answering more than 16 million questions.
With 500+ employees spread around 3 continents and with a fabulous Glassdoor rating of 4.8(Oh yes, check it out here), we are growing at an amazing pace. And here are our simple hiring criteria- Smart. Fun. Get things done. If you think, you have it in you, read further and know more about the role. In the meanwhile. welcome to our website too.
Our culture:
• Data Driven
• Lean
• Humble
• Innovative and
• Courageous
