Bilingual Quality Analyst ( ENGLISH) needed in Japan

February 2nd, 2023 at 05:19 am

Bilingual Quality Analyst ( ENGLISH) needed in Japan

Full Job Description

This is what the Quality Analyst is in charge of:

• Measure both how the client feels and how well business requirements are met.
• Review voice/email interactions and give coaching for places where they don’t match up with written procedures. Bring up problems that need to be fixed or dealt with right away.
• In line with the global process, external email verification and approval
• Do time and motion studies and process reviews to make sure processes are the same and to find ways to make them more efficient.
• Drive real performance improvements across the organization (training, policy and procedure, process improvement, automation, and technology), with a focus on improving the client experience.
• Support agent readiness for new hires or adding skills/products with more ad hoc reviews and certification of knowledge.
• During the pilot phase, use Rapid Targeted Monitoring for certain call types or projects to find problems or trends quickly.
• Work with Supervisors and Managers to plan and record employee performance, process improvement, and the customer experience.
• Help the Quality Management staff and Production Managers/Team Leaders get together for internal calibration sessions.
• Take part in Product Listening sessions and act as the client’s voice to help improve the product.

Qualifications:

• Japanese and English skills are needed.
• Skills for managing time and keeping things in order
• Strong organizational and decision-making skills and the ability to talk and write well.
• Strong analytical skills and the ability to solve problems
• Ability to quickly adapt and learn about new products and technologies
• Ability to work in a fast-paced, performance-driven environment. Attention to detail, including being thorough in the review process and able to see a problem through to its end. Ability to do more than one thing at once while working with little supervision.
• Demonstrates the ability to work well in a team setting.
• Able to use a variety of desktop and internet-based programs
• 1 year or more of experience in customer service in a call center

About the Company

JPMorgan Chase & Co. is one of the oldest financial institutions. Under the J.P. Morgan and Chase brands, it serves millions of consumers, small businesses, and some of the world’s largest corporations, institutions, and governments. Our history goes back more than 200 years, and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing, and asset management.

We know that our people are our best asset and that the different skills they bring to our global workforce have a direct effect on our success. We’re an equal opportunity employer, and diversity and inclusion are very important at our company.

We don’t treat people differently based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, being married or a veteran, being pregnant or having a disability, or any other protected characteristic. In accordance with the law, we make reasonable accommodations for the religious practices and beliefs of applicants and employees, as well as for the needs of those with mental health or physical disabilities.

We offer a competitive total rewards package, which includes a base salary that is based on the role, experience, skill set, and location. Discretionary incentive pay may be given to people in eligible roles in recognition of their own achievements and contributions. We also have a variety of benefits and programs for employees, depending on what they are eligible for.

These benefits include full health care coverage, on-site health and wellness centers, a retirement savings plan, backup child care, tuition reimbursement, mental health support, financial coaching, and more. During the hiring process, more information will be given about total pay and benefits.

Equal Opportunity Employer/Veterans/People with Disabilities

How to Apply for Bilingual Quality Analyst

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