Quality Assurance (Chinese Language)

Job Description

• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
• Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
• Providing report and analysis on quality progress to HOCS
• Ensuring contact reason categories are tagged correctly
• Ensuring recoveries are done
• Analyzing the root cause of the issue and able to design action plan. Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
• Providing information to assist in the performance feedback and to increase motivation
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity