Customer Service QA Manager

Job Description As a Quality Control Manager, you will be responsible for the following tasks: • Formulating and implementing quality management strategies to balance operational efficiency and service quality • Managing and improving various indicators such as KPIs, CSAT, AHT, and Resolution Rate • Building and establishing an organizational and team culture for quality improvement • Formulating annual plans and quality strategies for Quality Audits • Designing evaluation criteria, check items, and check processes for Quality Audits • Setting audit sample sizes based on statistical principles • Planning and promoting the streamlining and automation of Quality Audit operations • Designing and operating dashboards to visualize KPIs and quality data • Identifying issues and improvement opportunities through data analysis • Formulating and implementing action plans for quality improvement • Providing weekly, monthly, and quarterly reports to clients • Accountability to clients regarding quality and proposing improvements • Collaboration with overseas offices and global teams • Calibrating quality standards based on client requirements • Formulating and refining quality and operational efficiency improvement plans • Developing successors and leaders such as QA Assistant Managers • Coaching, feedback, and performance management for team members Working Hours 9:00 AM - 6:00 PM (8 hours of work / 1 hour break) *Hours may vary depending on workload and project. Job Requirements ■Required Experience and Skills ・3+ years of experience managing a Quality Assurance (QA) team ・Experience in quality management in contact centers, BPO, customer service, etc. ・Experience in analyzing and improving KPIs, CSAT, AHT, Resolution Rate, etc. ・Experience in extracting issues from data and translating them into concrete improvement actions ・Experience in designing quality standards, evaluation items, audit processes, etc. in Quality Audits ・Project management experience ・Experience in training and coaching team members ・Communication skills to provide constructive feedback ・Experience in reporting and presenting to clients ・Japanese: Native level ・Ability to understand unique Japanese business communication, honorifics, and conversational context ・English: Ability to communicate beyond everyday conversation ・Practical experience with Microsoft Office tools such as Word and Excel ・Excellent communication and organizational management skills ■Preferred Experience and Skills ・Experience in team/unit management in a remote environment ・Knowledge and practical experience with Lean Six Sigma ・Experience in creating dashboards using BI tools ・Experience in automating business processes ・VBA, macros, Power Experience in improving business efficiency using tools like Automate - Experience collaborating with global teams - Experience working at a foreign-owned company ■ Desired Candidate Profile - Someone who can consider the balance between quality improvement and business efficiency/productivity - Someone who can analyze issues based on data and translate them into concrete improvement measures - Someone who can improve the overall performance of the team while developing members - Someone who can propose improvements as an equal partner with clients - Someone who can smoothly collaborate with members from diverse cultures and backgrounds - Someone who can identify issues independently and proactively drive improvements - Someone who wants to work in a global environment using English Benefits • Comprehensive social insurance • Commuting allowance • Remote work system • Paid leave system • Regular health checkups • Other various welfare benefits • Salary increase and performance evaluation system • Other welfare benefits according to company regulations Holidays • Complete two-day weekend (Saturday and Sunday) • Public holidays • Year-end and New Year holidays • Annual paid leave • Bereavement leave • Other leave as per company regulations