Quality Analyst

Work Arrangement:

• Onsite during probationary period (6months), Hybrid upon regularization (3 days onsite, 2 days WFH)
• Pasay Office
• Shifting Schedule

Requirements:

• At least HSK 4 proficiency in Mandarin with certification
• At least 2 years of experience in Service Desk, IT Support, or Infrastructure Support operations.

Responsibilities:

• Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
• Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
• Responsible for generating daily, weekly & monthly reports for internal purposes.
• Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
• Calibrate cases internally with the team to ensure minimum difference in the ratings.