Quality Assurance Analyst

Overview

We are seeking a Japanese Quality Assurance Analyst to support the Japanese market. The role is responsible for conducting language-specific quality audits, identifying and addressing quality and process gaps, providing actionable feedback to agents, and supporting operational performance through training, coaching, and data-driven insights.

The ideal candidate will have strong Japanese and English communication skills, excellent attention to detail, and the ability to work closely with Quality, Operations, and Training teams to maintain high-quality standards and business performance.

Working Hours: 9:00 AM – 6:00 PM

Language Requirements:

• Japanese: C1 level
• English: B2 level

Qualifications

• Japanese language proficiency at C1 level is required
• English language proficiency at B2 level is required
• Bachelor Degree or above
• Previous experience in Quality Assurance, Quality Analysis, Operations, Training, or a similar role is preferred
• Strong understanding of quality auditing, defect identification, root-cause analysis, and feedback mechanisms
• Strong analytical and problem-solving skills, with the ability to translate quality data into actionable insights
• Effective verbal and written communication skills in both Japanese and English
• Strong stakeholder management and collaboration skills
• Ability to manage productivity, attendance, and quality targets consistently
• Comfortable preparing and presenting business performance updates and quality insights
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines
• Proactive approach to identifying process gaps and driving continuous improvement
• Ability to work independently as well as collaboratively in a fast-paced, target-driven environment

Responsibilities

• Language specific audits for the releavant project
• Meeting audit productivity & attendance targets to ensure no impact to business for the supporetd market
• Share feedback with the agents on all people related defects
• Conduct training and refreshers (On all blatant & non blatant opportunities)
• Support and mentor new employees, if needed (Conducting quality session during all NHT classes)
• Help operations on key metrics performance (Sharing insights & suggest action plan)
• Preperation of WBR, MBR and QBR for respective market
• Conduct weekly quiz and spot checks on new updates & common defects
• Participating in all calibration sessions, and keeping the variance with in the target range