Job Title: Call Center Quality Assurance Analyst (Mandarin Speaker)
Location: Quezon City, Philippines
Position Type: Full-time
Department: Customer Service / Quality Assurance
Reports to: Quality Assurance Supervisor / Manager
Job Summary:
We are seeking a detail-oriented and highly skilled Call Center Quality Assurance Analyst with fluency in Mandarin to join our dynamic team. The ideal candidate will be responsible for evaluating and ensuring the quality and accuracy of customer service interactions, identifying areas for improvement, and supporting the development of best practices. This role requires a strong ability to assess both verbal and written communications while ensuring compliance with company policies and customer service standards.
Key Responsibilities:
- Quality Monitoring: Evaluate inbound and outbound calls, chats, and emails to ensure adherence to quality standards, service guidelines, and company policies. Provide timely and constructive feedback to agents.
- Mandarin Language Support: Conduct assessments for Mandarin-speaking agents and customers, ensuring high-quality communication and customer satisfaction during interactions.
- Reporting: Prepare detailed reports and performance dashboards on agent performance, including call quality metrics, compliance adherence, and customer satisfaction scores. Highlight trends and actionable insights for continuous improvement.
- Training & Coaching: Provide support to agents through one-on-one coaching and group training sessions. Identify knowledge gaps and help agents improve their customer service skills, with a particular focus on Mandarin-language interactions.
- Process Improvement: Collaborate with management and other departments to review and revise customer service processes. Recommend and help implement improvements to enhance efficiency, customer satisfaction, and agent performance.
- Compliance & Adherence: Ensure that customer interactions comply with legal and regulatory requirements. Monitor call scripts, system processes, and communication practices for accuracy and consistency.
- Customer Feedback Analysis: Review and analyze customer feedback and surveys to identify opportunities for improving service delivery and agent performance.
- Maintain Knowledge Base: Stay up-to-date with product, service, and procedural updates. Share new information with the team to ensure consistent and accurate information is provided during customer interactions.
Qualifications:
- Language Skills: Fluency in Mandarin (both written and spoken) is a must. Proficiency in English is also required.
- Experience: At least 2 years of experience in quality assurance, customer service, or a related field. Call center experience is highly preferred.
- Analytical Skills: Strong analytical and problem-solving abilities. Ability to evaluate complex customer interactions and identify areas for improvement.
- Attention to Detail: Excellent attention to detail, ensuring that quality standards are met and exceeded.
- Communication Skills: Strong verbal and written communication skills, with the ability to effectively communicate feedback and recommendations.
- Technology Proficiency: Familiarity with call center technologies and quality assurance tools (e.g., CRM systems, quality monitoring software). Microsoft Office skills (Excel, Word, PowerPoint) are required.
- Customer Focus: A passion for delivering excellent customer service and ensuring a positive customer experience at every touchpoint.
- Team Player: Ability to work well within a team environment, collaborating with agents, supervisors, and other departments to achieve common goals.
Preferred Qualifications:
- Certification in Quality Assurance or Customer Service is a plus.
- Previous experience working with Mandarin-speaking customer bases is preferred.
Benefits:
- Competitive salary and performance-based incentives.
- Health, dental, and vision insurance.
- Paid time off (vacation, sick leave, and holidays).
- Career development opportunities and training.
- A dynamic, supportive, and inclusive work environment.
