质量控制组成员（乐天移动门店运营质量管理）

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 #business #OperationalImprovement #groupsalesdiv Languages: English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent) In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com *Please read the Application Requirements(EN) / 募集要é (JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality* - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details