Quality Assurance Supervisor- Mandarin

6 months ago


George Town, Malaysia Gratitude Inc. Full time

**Role**:Any Other

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:Any Other

Key Skills: Customer Service Quality assurance Quality Assurance/QA customer service analyst Proficient in the Mandarin language mandarin + english speaker
- Quality Assurance Supervisor

*Language:* Mandarin and English

*Specialization**: Customer Service background

**Target Onboarding Date**: ASAP

**Salary Range**: 5,500 - 7,000

**Location**: Georgetown, Penang

**Type**: Full-time

**Shift**: Possible 24/7

**Requirements**:

- Degree in any discipline
- 3 years customer service experience with minimum 2 years training experience
- Minimum 1 year of Quality Analyst experience.
- Fast learner who requires mínimal supervision.
- Minimum bi-lingual proficiency, tri-lingual and above is preferred.
- Experience in preparing and presenting written project status reports and executive briefings.
- Phenomenal communication, presentation, and public speaking skills
- Organizational and time management abilities
- Critical thinking, analytical and decision-making abilities.
- People management

*Responsibilities:*
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
- Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct random evaluations to identify areas of improvement as necessary.
- Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
- Identify training needs by working with operations team and QA.
- Possibly lead business reviews from a Quality perspective



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