Japanese Bilingual QA Analyst(BPO)

We’re Hiring: Japanese Bilingual Quality Assurance Analyst

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Opportunity to work with an international program.

• Monitor all customers engagements and ensures accuracy of the outputs
• Coordinate and facilitates call calibration/training sessions for vendor Quality Analysts partners
• Train and certify new Internal Quality Analysts (IQAs) and Vendor Quality Analysts (VQAs)
• Publish quality trends, feedback and improvement/enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto, etc.
• Drive process improvement and ensure process compliance
• Contributes to the development of the short and long term goals of the process
• Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times
• Drive first call resolution and quality initiatives in the program

• Native Japanese speakers with business level spoken and written English communications skills
• Non-natives speakers with JLPT N2 or higher level or any equivalent certification and lived in Japan for at least 3 years
• 2 or more years of previous customer service experience from any field but preferably from contact centers or BPO
• 2 or more years of experience in a quality assurance role will be a big plus most especially if from BPO or call center industry
• Live customer support experience (phone, chat, email, in-person, etc.) serving US or Japan-based users will be a great advantage
• Fresh graduates or industry shifters can also apply
• Strong analytical, problem solving and general troubleshooting skills
• Excellent general computer skills
• Excellent written communication and interpersonal skills
• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
• Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.
• Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news.
• Proven ability to de-escalate customer issues using soft skills and empathy is key
• Tech-savvy

• Location: Taguig City
• Shift: Shifting but predominantly graveyard shift

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.