Immediate Hiring - Quality Assurance Analyst (Mandarin Speaker) - Urgent Role

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of agents who deal with existing and potential hirers. The QA will monitor outbound calls and emails responses to assess communication technical accuracy, agent service performance, and conformity to policies and procedures. The individual will assisting the Team Leader to help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall customer experience.

QA Key Accountabilities & Duties

• Performs call monitoring on agents and provides trend data, quality reports, and feedback to team leader and/or client
• Performs check on leads and ensure accuracy on lead enrichment, provides trend data, quality reports, and feedback to team leader.
• Participates in design of call / email monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Coordinates and facilitates call calibration / coaching sessions for agents.
• Check and ensure standardization of call status / lead status updates in CRM system by LA & LG.
• Performs data analysis for reporting purposes when required.
• Assist and / or backup for new joiner on job training.
• Perform other duties as assigned.

Occupational Experience & Education Requirements

• 2-3 years Call Center Experience.
• Able to communicate in Mandarin language
• Coaching and communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Excel, basic Word).

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in a fast-paced environment

Working Hours:

The working schedule for this role is Monday to Friday, with the exception of Singapore public holidays. The operational hours are from 9:00 am to 6:00 pm.

Note: The working hours is subject to change based on business needs