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QA & Customer Experience Officer (Japanese Language) Job Opening In Singapore, Singapore – Now Hiring Reeracoen Singapore Pte. Ltd.


Job description

Job Description

Our client is a leading provider of business process outsourcing (BPO) services in customer experience.

This role of a Quality Assurance/Customer Experience Officer is to be responsive for the quality and customer experience of the sales representative and ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. You will be reporting to the Team Manager.



【 Responsibilities 】
- Ensuring timely completion of weekly quality audits
- Regular attendance to Bi-weekly calibration sessions
- Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits
- Partners closely with the client’s internal/external teams to ensure that decisions made by the Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.
- Monthly Master/Language Calibration sessions with External Auditors and Clients to ensure alignment across different sites
- Dispute management, bridging the gap between Operations and External Auditors, providing regular feedback/updates to both parties
- Stay up to date on product knowledge and processes.
- Passionately tell the story of why Quality matters, build consensus and inspire others.
- Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert.

Qualifications

  • Requirement

    【Requirements & Preferences】

    (Must)
    - Minimum 2 years of experience in a quality assurance role or coaching position.
    - Able to commence work within one month’s notice.
    - Proficiency in both English and Japanese (JLPT N1 or equivalent) in speaking, listening, and writing, to effectively communicate with Japanese clients and colleagues.
    - In-depth knowledge and experience in quality review within a sales environment.
    - Comfortable engaging with stakeholders across all levels, including internal teams and external clients.
    - Strong practical skills in Excel and PowerPoint (e.g., PivotTables, charts), with the ability to prepare weekly and/or monthly client reports.
    - Excellent analytical skills, with the ability to gather, interpret, and present information clearly in both verbal and written formats.
    - Proven ability to provide constructive coaching and balanced feedback to support employee/agent development.
    - Skilled in conducting skills gap analysis and offering actionable feedback to the training team.

    (Advantageous)
    - Possession of COPC and/or Six Sigma certification is an added advantage.

  • English Level

    -

  • Other Language

    -

  • Additional Information

  • Benefit

    【 What you will receive 】
    - Variable Bonus (approx.

    1 month)
    - Annual Leave: 14 days
    - Medical Leave
    - Medical Benefits (with Access to Panel Doctors)

  • Working Hour

    8:30 ~ 17:00

  • Holiday

    -

  • Job Function

  • Required Skill Profession

    Business Operations Specialists


    • Job Details

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Reeracoen Singapore Pte. Ltd. adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

    1. Independence

    2. Loyalty

    3. Impartiapty

    4. Integrity

    5. Accountabipty

    6. Respect for human rights

    7. Obeying Singapore laws and regulations

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