Lead Quality Experience Analyst (Quality Assurance)

Location: Tokyo, Japan

Company

hirify.global is a global enterprise software company with AI-driven solutions, more than 7,000 employees, and a focus on customer impact and sustainability.

What you will do

• Audit support cases for adherence to SLAs, KPIs, and service quality standards.
• Evaluate support interactions, documentation, empathy, professionalism, follow-up, and resolution practices.
• Analyze customer feedback, CSAT scores, smiley cases, and quality data to provide actionable recommendations.
• Develop dashboards and reports to communicate quality performance to leadership and stakeholders.
• Create and deliver training modules, quality guidelines, onboarding sessions, and roleplay scenarios.
• Maintain process documentation, quality standards, KBAs, runbooks, case-handling scenarios, and localized support materials.

Requirements

• At least 3 years of experience in IT or software support/services, quality assurance, or business analysis.
• Experience managing medium- to large-scale quality auditing, service improvement, or customer satisfaction programs.
• Knowledge of cloud computing services or IT service management methodologies, preferably ITIL.
• Experience with ServiceNow, Jira Service Desk, or similar service desk tools.
• Advanced proficiency in Excel and Word, with working knowledge of PowerPoint, Teams, SharePoint, and basic MS Project.
• Fluent English and strong communication and presentation skills are required.

Nice to have

• Experience working with Japanese stakeholders and localizing content into Japanese.

Culture & Benefits

• Work in a global and diverse enterprise software environment.
• Collaborate with Unified Support, Training, Quality Experience, data teams, and business stakeholders.
• Operate within an informal hierarchy based on simplicity, trust, responsibility, and collaboration.
• Contribute to customer-focused service improvement and sustainability initiatives.