Service Quality Specialist

Insight & Data Tokyo, Japan


Position at Capgemini Japan


The Business Entity

Technical Services for world-class technical support whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.


Duties and Responsibilities / 職務範囲:

  • Take responsibility to ensure quality assurance of technical engineers’ support delivery
  • Take responsibility to ensure delivered project quality assurance.
  • Document detailed steps involved in standard & enhancing processes
  • Clearly communicates with engineers and business leaders for quality related process, governance and projects.
  • Driving process compliance as per guidelines
  • Case audit and follow up
    • Case logging compliance/content quality management -
    • Email checking
    • Engineer feedback tracking and follow-up
    • Emphasize key info via team meetings, newsletters
    • Process training
  • Japanese Language
    • Language and culture training
    • Business communication audits
    • Communication skills training program
    • Conducting workshops on program management
    • Assist with language perspective hirings


Qualifications (Mandatory) 応募条件(必須):

  • 2+ years call center or technical service experiences
  • 2+ years training or coaching experiences
  • Japanese nation or native level
  • Education is Bachelor or above
  • Basic English (read & write)


Qualifications (Preferred) 応募条件(歓迎):

  • Strong communication and influencing skills
  • Good presentation skills
  • Attention to details
  • Better to have basic understanding of Cisco product and solutions
  • Best to have BS/BA degree or equivalent 2+years Quality Assurance Experiences


Work Location/勤務地:
Tokyo 東京


For vendors: 

Please contact the following recruiters should you wish to apply candidates 


Capgemini ERD Talent Acquisition Team

Francis Han (ERD TA Manager)

Satoshi Akazawa (ERD TA)

Ryu Tsuchiya (ERD Recruitment Coordinator)





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