Native Chinese Speaker - Sr. QA
Job Description
Key Skills
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A leading BPO is looking for Native Chinese Speaker - Sr. QA to join their team in KL
Responsibilities:
- Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
- Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc)
- Complete phone time to keep current on programs (as applicable)
- Contribute to maintaining forms and legends documents
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Additional Requirements:
- Bachelor Degree in related field from a four-year college or university with less than one year of relevant experience preferred
- Excellent Verbal and Written communications skills
- Proficient with Feedback & Coaching skills
- Must have the ability to work under pressure
- The applicant should be proficient with MS office (PowerPoint, Excel, Word)
- Drive for self-learning and knowledge enhancement
- Flexible in working in all shifts as per the client requirements
- Must have analytical abilities to analyse data, trends from effectiveness surveys
Connect with me only if you are genuinely interested. WhatsApp/Viber - +91-8655619712 or mail me your resumes at meesam@gratitudeindia.com
Role
Quality Coach
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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