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Updated 2025-03-29
Activated 2025-03-29

QA Manager - Customer Service Center - Tokyo

This posting is managed by: Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Company Name Company is not publicly visible
Job Type
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Customer Service - Call Centre Manager/SV
Industry IT - Other
Location Asia Japan Tokyo

Job Description We are seeking a Quality Assurance & Training to oversee the development and implementation of quality frameworks and training programs within a global team. In this role, you will ensure quality standards, manage training plans, and drive continuous improvement across operations to enhance partner satisfaction and performance.


Description

Key Responsibilities

* Coordinate with stakeholders across regions to implement and maintain quality frameworks.
* Develop and execute scalable processes, tools, and systems to monitor quality performance.
* Conduct root cause analysis on quality issues, and collaborate with teams to improve performance.
* Research customer needs and expectations, using insights to enhance their satisfaction.
* Identify training needs and create tailored training plans for both individuals and groups.
* Communicate updates and developments effectively with team members and management.
* Generate reports on quality performance and develop insights for improvement.
* Certify trainers and subject matter experts, ensuring they meet quality standards.
* Manage SOP setup, language translation, and system tests to ensure readiness for new country launches.
* Facilitate continuous training programs to improve product knowledge and customer service skills.
* Develop and review training curriculum to improve effectiveness.
* Ensure alignment between technical specifications and quality processes.
* Participate in calibration sessions to maintain program consistency.


Profile

Minimum Requirements:

* BA/BS degree or equivalent practical experience.
* 3+ years of experience in quality and training, ideally within Customer Service.
* Strong problem-solving skills, with an eagerness to learn and take initiative.
* Excellent communication skills, both written and verbal.
* Experienced in designing and executing training programs.
* Ability to build strong relationships with team members and customers.
* Native-level in Japanese, Fluent in English


Job Offer

* A competitive salary up to 13M JPY
* A collaborative and supportive work environment.
* Opportunity for professional growth within the Technology & Telecoms industry.
* A chance to contribute to a leading company in the Technology & Telecoms industry.

Exciting opportunities like this don't come often, so don't miss out. Apply today to become our next QA Manager and contribute to our success!


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698.
Company Info Our client is a large organization at the forefront of the Technology & Telecoms industry. They are recognized for their innovative solutions and commitment to excellence, offering a supportive and collaborative work environment where individual contributions are highly valued.
English Level Fluent (TOEIC 865-)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 9000K - JPY 13000K   
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