Job Description:

Department Overview
This department is responsible for maintaining and improving service quality and compliance across Rakuten Mobile shops nationwide. In this position, you will manage and improve operational quality, including at retail locations and outsourced partners, to drive the standardization and enhancement of the customer experience.

Position:
Why We Hire
With the expansion of the Rakuten Mobile shop business, the importance of customer service quality, operational excellence, and compliance adherence at stores nationwide has grown significantly. To strengthen our quality management structure in line with the growth of our store network and operational systems, we are hiring new personnel to drive the standardization and continuous improvement of field operations, including at retail locations and outsourced partners.

Position Details
This position is responsible for maintaining and improving service and operational quality at Rakuten Mobile shops nationwide, managing the entire process from monitoring and identifying issues to executing and establishing improvement measures.

- Monitor customer service quality, operational quality, and compliance status at stores nationwide, and implement evaluations and improvements based on quality metrics.

- Formulate improvement measures for areas with identified issues and drive their implementation at the store level.

- Ensure consistent quality through education, standardization, and rule-setting, and build a cycle of continuous improvement.

Work Environment
Quality Control Group: 9 members

Manager: 1

Assistant Manager: 2

Members: 6

Mandatory Qualifications:

- Practical experience in quality management, business process improvement, or operational management in sectors such as retail store operations, call centers, BPO, or sales support organizations.

- Experience proactively driving the identification of workflow issues, proposing improvements, and ensuring operational adoption in projects involving multiple locations or multiple stakeholders.

- Experience in monitoring, reporting, and executing improvement actions using KPIs and performance metrics.

- Experience collaborating, coordinating, and negotiating with multiple stakeholders, including field staff, outsourced partners, and related departments.

- Experience in standardizing business quality through manual creation, rule development, and education/training.

Desired Qualifications:

- Experience in improving service quality for multi-site businesses.

Other Information:
Additional information on Location
Japan, Tokyo

Additional information on English Qualification
TOEIC score of 600 or higher

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