Quality Analyst

Our client is a fast-growing digital solutions provider, established in recent years and now employing over 600 professionals across multiple offices in Ho Chi Minh City. They deliver end-to-end IT and customer experience services for global technology enterprises, with a strong presence in the enterprise software and cloud service domain.

As a Quality Analyst (Japanese-speaking), you will play a key role in ensuring service excellence by monitoring and improving the quality of customer interactions and compliance standards.

Key Responsibilities:

1. Review agent performance to identify compliance, process, or service quality gaps and report findings to leadership in a timely manner.

2. Conduct recovery calls for high-risk or escalated cases to improve customer satisfaction (CSAT).

3. Audit inbound/outbound communications (voice and non-voice) to ensure quality standards are met.

4. Maintain a strong understanding of product and service knowledge to support accurate evaluations.

5. Produce and deliver regular reports on call quality, productivity, and performance metrics.

6. Support initiatives to improve operational processes and maintain zero compliance issues.

7. Contribute to building a unified quality framework and culture within the team.

Who Were Looking For

Must-Have:

1. Proficiency in Japanese (N2 or above preferred) able to handle all 4 communication skills confidently.

2. Strong understanding of Japanese culture; prior study or work experience in Japan is an advantage.

3. Customer-centric mindset with strong ownership, resilience under pressure, and willingness to learn and follow service standards.

Nice-to-Have:

1. Experience in customer service or technical support, ideally in IT or digital products.

2. Familiarity with quality assurance metrics and processes.

3. Basic English communication skills (reading and understanding technical or service content).

Whats in It for You

• 100% salary during probation

• 90% social insurance contribution (based on gross salary)

• 20 days of paid leave (12 annual + 8 sick days)

• Full training & working equipment provided

• Annual health check-up

• Employee engagement programs (birthday events, team activities, etc.)