Quality Analyst (Japanese)

Location: Fully remote from Malaysia; rotating shifts may include weekends and public holidays.

Company

hirify.global is working with a global customer experience and technology services company supporting a Japanese-speaking Customer Service team in Malaysia.

What you will do

• Monitor and evaluate customer interactions across phone, email, and messaging channels.
• Assess compliance with procedures, service standards, communication quality, problem-solving, and enquiry handling.
• Identify quality gaps, recurring issues, and improvement opportunities.
• Provide constructive feedback to Customer Service Representatives and Team Leaders.
• Prepare quality reports and communicate individual and team performance insights.
• Collaborate with Team Leaders on improvement plans and quality calibration sessions.

Requirements

• Excellent spoken and written Japanese and English.
• Previous Quality Assurance or Quality Analysis experience in a customer service or contact centre environment.
• Experience monitoring and evaluating customer interactions.
• Strong understanding of customer service standards and quality assessment processes.
• Excellent analytical skills, attention to detail, and ability to identify performance gaps.
• Ability to provide constructive feedback, prepare reports, and communicate findings to relevant stakeholders.
• Willingness to work rotating shifts, including weekends and public holidays, according to business requirements.

Culture & Benefits

• Work-from-home arrangement in Malaysia.
• Competitive compensation package, performance bonus opportunities, and employee benefits.
• Career and professional development opportunities with access to thousands of free learning courses.
• Initial training and ongoing coaching.
• Inclusive and supportive working environment within a global team.
• Relocation support.