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