QA Manager Remote

Job Description This is a recruitment opportunity for a support staff member in a new department at a foreign-owned smartphone manufacturer: pre-purchase customer support. You will be responsible for training and managing team members, leading the team in a rapidly changing environment, and driving the maintenance and improvement of stable, high-quality customer service. * Team Supervision * Support: Assisting with complex cases and urgent escalations, and leading risk management. * Member Development and Evaluation: Conducting regular 1-on-1 meetings, performance reviews, behavior-based coaching, and developing individualized support plans to promote growth. * Process Management and Standardization: Establishing and disseminating best practices and guidelines in case management, and documenting and ensuring strict adherence to business processes. * Performance Management: Monitoring team-wide metrics and trends, implementing improvement measures for issues, and providing positive feedback for outstanding results. * Daily Operations Management: Approving attendance and leave, facilitating team meetings, and other daily HR-related tasks. * Strategic Initiative Driving: Leading the execution of key initiatives in projects, and effectively sharing and communicating changes and requirements to the team. * Business Improvement: Gathering opinions and feedback from within the team, and proposing and implementing improvements for process optimization and operational efficiency. * Other tasks related to the above and any related tasks assigned by your supervisor. Working Hours 9:00-21:00 (Monday-Friday) & 9:00-18:00 (Saturday-Sunday), 8 hours of actual work within these hours (5 days a week, including weekends and holidays) Two days off per week (8-9 days off per month depending on shift) Job Requirements • 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 the entire organization, develop and coach team members, and negotiate with clients and manage expectations. • Process and Rule Understanding: Deep understanding of quality control processes and evaluation criteria in call centers and customer support. • Data Analysis and Reporting Ability: Ability to collect and analyze quality data and various information and create clear and understandable reports. • Project Management: Ability to smoothly advance quality improvement measures and launch new projects. • Document Creation and Presentation Ability: Skills in creating and presenting 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 • Japanese Skills: N1 level [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