Customer Service Quality Analyst

Company Overview
Global fashion e-commerce company

Job Description
Reporting to the Customer Service Manager, you will be responsible for monitoring and improving the customer service team’s quality and performance, making sure the quality requirements are met and KPIs are achieved. You will also analyze quality results in order to optimize the team’s development. Your job responsibilities will include:
• Oversee and monitor the development and implementation of quality improvement programs across all offices (Tokyo and overseas), and contribute by identifying problems and suitable actions to make improvements
• Support other supervisors and management with feedback and coaching initiatives
• Lead local and global initiatives to align the Japan office with global plans
• Provide training on quality processes, Working closely with the training team to identify needs, assisting with creation of new training content
• Provide management with reports on quality of the calls, customer satisfaction and other operational KPIs related to quality performance

Requirements
• 2+ years’ experience in customer service quality assurance
• Fluency in Japanese with at least business English for overseas communication
• Analytical, organized, strong communicator with good management skills
• Efficient skills in IT (Microsoft applications or any customer service specific IT systems)
• Ability to work with flexibility and multi-task

Additional Job Information
【WHY YOU SHOULD APPLY】
★ Young, fun casual environment in the fashion/luxury/e-commerce industry
★ Global company with frequent international communication
★ Great working hours in a new, modern office in a trendy location
★ Great chance for career promotion
★ Staff discount for employees

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