Quality Assurance Specialist

Job Opportunity: Quality Assurance Specialist

We are seeking a highly skilled and detail-oriented individual to join our team as a Transportation Quality Specialist. In this role, you will serve as the first point of contact for address resolution, geocode correction, map edits, driver support, static route management, and other operational activities related to the Transportation process and optimization.

Your contributions will have a direct and significant impact on our customers' experience. This role demands quick learning and the ability to manage overlapping tasks, which are crucial to your success.

You will have the opportunity to address high-impact production issues that often require coordination among multiple stakeholders and operations groups, providing you with a broad perspective on the business.

Key Responsibilities:

• Follow Standard Operating Procedures (SOPs) to perform manual audits and resolve outliers/exceptions, including through internal tools and systems.

• Investigate images/videos and provide recommended actions in accordance with SOPs.

• Listen to customer calls, transcribing text from calls, emails, when necessary to resolve issues.

• Identify patterns emerging from audits and contribute to process/program improvements.

• Provide timely responses to stakeholders on related tasks as per SOP and SLA.

• Systematically escalate problems to relevant owners/teams according to pre-determined processes.

• Maintain records of day-to-day work by updating trackers or workflow tools.

• Meet business metrics and goals, including SLA, productivity, quality, and utilization benchmarks.

• Understand performance metrics and leverage them to drive business goals.

• Work in a collaborative environment and contribute to the growth of the respective team/program.

• Develop a global perspective and understand the nuances of various geographies that operate in.

• Be flexible to work on multiple programs as per business requirements.

Requirements:

• Bachelor's degree

• Fluency in Japanese

• Required minimum JLPT N3 certification

• Previous work experience preferred

• Good communication skills - should be able to facilitate flow of translated information (Japanese to English and vice-versa) between teams internal/external

• Proficiency in Excel (pivot tables, VLOOKUP)

Preferred Qualifications:

• Analyze basic case level inputs and identify predictors / causes of business related problems and improve delivery / customer experience by case-level corrections

• Identify and uncover areas of opportunity and highlight the same to managers.

• Collaborate with intra-space multiple resources as per need and carry out basic analyses to help ensure efficiency and effectiveness of programs.

• Do root-cause analyses (when needed) within the space subject to availability of data.

• Logistics background and lean/six sigma training is a plus

• Basics in SQL

About Us:

We are committed to creating an inclusive culture that empowers individuals to deliver their best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information.