Native Chinese Speaker - Sr. QA

Gratitude Inc

1213 Views

12 hours ago

1-2 Year(s)

Kuala Lumpur

Job Description

Key Skills

Quality Analyst good communication skills bachelors degree Knowledge of MS Office – Excel, PowerPoint, Word Native Chinese Sr Quality Analyst

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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

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