Quality Analyst (BPO)

Role: Quality Analyst
**Language Proficiency: English (B2 level) + Native Japanese
Location: Bangkok Thailand
About the Role: Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Essential Functions/Core Responsibilities
• One should be ok watching the egregious/sensitive content
• Someone coming from content moderation background preferred
● Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
● Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
● Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
● Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
● Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
● Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
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● Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
● Complete phone time to keep current on programs (as applicable)
● Contribute to maintaining forms and l
● Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
● Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
● Effective communication skills, both written and verbal
● Proficient in Microsoft Office
● Ability to multitask and meet timelines on deliverable
● Detail-oriented

Stage 1: phone screening (10-15min)
Stage 2: English test (online)
Stage 3: interview via video call (30min)

ThailandBangkokBhiraj Tower 17th floor, Sukhumvit Road, Bang Na, Bangkok, Thailand 10260 Map

Name of person in charge of hiring：Josh