Quality Manager

Job Description Our client is a foreign-owned smartphone manufacturer, and this recruitment is for a support staff position in their new pre-purchase customer support department. You will be responsible for overseeing the overall quality control (QA) and quality assurance system of the support department, contributing to improved client satisfaction, customer experience (CX), and employee skill development. You will lead the development of quality standards and the establishment of quality systems for new projects, collaborating with the client, internal Japanese companies, and global stakeholders. • Quality Strategy Development and Implementation: Developing and promoting quality control strategies and specific implementation plans to achieve project objectives. • Quality Assurance System Establishment: Developing and continuously improving effective monitoring systems, processes, and rules to create valuable support experiences. • Client Engagement: Providing quality reports to clients (weekly, monthly, and quarterly), fulfilling accountability regarding quality and performance, and facilitating meetings. • Team Management and Development: Managing, coaching, and motivating QA team members and leaders, and supporting their skill development. • Data Analysis and Reporting: Analyzing quality trends and error patterns from data and incorporating specific improvement measures into planning. Working Hours Monday to Friday, 8 hours of work between 9:00 and 21:00; Saturday to Sunday, 9:00 to 18:00. *Five days a week, including weekends and holidays. Job Requirements [Required Qualifications] • Work Experience: Extensive experience (approximately 3 years or more) in quality control (QA) department management or operations management at a BPO company or call center company. • Management Skills: Ability to manage an entire organization, develop and coach team members, and negotiate and manage client expectations. • Process and Rule Understanding: Deep understanding of quality control processes and evaluation criteria (framework, etc.) in call centers and customer support. • Data Analysis and Reporting Skills: Ability to collect and analyze quality data and various information and create clear and understandable reports. • Project Management: Ability to smoothly implement quality improvement measures and launch new projects. • Document Creation and Presentation Skills: Ability to create and present effective documents for clients and internal use. • PC Skills: High level of practical proficiency in MS Office (Word, Excel, PowerPoint). • English Skills: CEFR B2 level (business-level reading, writing, and speaking skills, and ability to collaborate globally). • Japanese Language Skills: N1 Level (Advanced use of honorifics in business settings, deep understanding of and appropriate expression of unique Japanese business contexts and nuances) [Desired Skills] • Experience managing teams or departments in a remote environment • Knowledge and experience of process improvement methodologies such as Lean Six Sigma • Experience creating dashboards using BI tools • Knowledge and skills related to business efficiency and automation • Those who want to lead the improvement of quality and customer experience (CX) from a company-wide perspective • Those who excel at objective analysis based on data and proposing logical improvement measures • Those who value building trusting relationships with clients and internal stakeholders Benefits & Perks ■ Overtime pay (fully paid) ■ Comprehensive social insurance (health insurance, employee pension, employment insurance, workers' compensation insurance) ■ Annual salary increase ■ Employee referral program (bonus payment) ■ Free English learning program ■ ANPIC safety confirmation system implemented ■ Full-time employee promotion system ■ Continued service bonus system (¥10,000 after 6 months of employment / ¥10,000 after 3 years of employment, etc.) ■ Health checkup (half-day paid leave provided) ■ Flexible dress code/hairstyle and hair color ■ Online and offline events held regularly Holidays Two days off per week (8-9 days off per month depending on shift)