• Fluent in English and Japanese
• Must have Degree in any discipline
• +2 years experience in Quality & Training function managing the key metric performance + 1 year experience in handling a team of QAs & string in reporting (Excel & PPT)
• Fast learner and independent working skills, if required or needed by the situation
• Should be a great learner & proactive in taking care of additional responsibilities
• Understanding of effective Quality KRAs (Key responsibilities areas)
• Willingness to keep abreast of new techniques in corporate Quality
• Proficient in MS Office (Good skills in Excel and PowerPoint)
• Phenomenal communication, presentation and public speaking skills
• Organizational and time management abilities
• Critical thinking, analytical and decision making abilities

• Managing a team of QAs in the LOB/Program
• Share feedback with the agents on all people related defects (Quality Audits) / Failed audits, along with the QAs
• Review The Reviewer activity to ensure less or no variance in the audits done by the team
• Governing Dispute Management Process
• Managing internal & external stakeholder expectations
• Training and Refreshers coordination with the training team
• Support and mentor new QAs & managing their monthly scorecard
• Help operations on key metrics performance (Sharing insights & suggest action plan)
• Conduct weekly quiz and spot checks on new updates & common defects (Identified Audit defects)
• Sharing weekly/monthly performance dashboard
• Working on weekly/monthly and quarterly review decks & present them to the clients
• Conducting quality sessions with new hires
• Coordination with training & Operations to ensure 100% goal achievement for all metrics