QA

Mô tả công việc
Quality Monitoring & Evaluation
Monitor, evaluate, and audit samples of inbound and/or outbound calls, chat, email, and other customer contact methods.
Meet departmental productivity requirements, including the number of calls monitored and emails evaluated.
Report evaluation results to relevant business stakeholders, including Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners.
Calibration, Audit & Process Improvement
Participate in calibration sessions and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
Participate in internal quality audits to assess process control, efficiency, and contact quality.
Recommend changes to improve overall contact quality.
Program Knowledge & Business Support
Maintain strong program knowledge and basic understanding of client products, services, and program strategies.
Participate in quality task forces with business stakeholders and complete phone time to stay current on programs when applicable.
Contribute to maintaining forms and legend documents.
Support management review of key drivers, metrics, operational processes, Balanced Scorecards, and profitability goals.
Yêu cầu công việc
Education & Experience
Associate or Bachelor's degree in a related field from a four-year college or university.
Two to four years of relevant experience is preferred.
Skills & Competencies
Strong attention to detail.
Demonstrated ability to multitask and meet delivery timelines.
Proficient in Microsoft Office.
Strong written and verbal communication skills.
Able to evaluate quality performance and report findings clearly to stakeholders.
Language / Other Requirements
Chinese Mandarin and English proficiency required.
Able to work 5 days per week, not frequently off on Saturday and Sunday.
Able to work rotating shifts between 8:00 AM and 11:00 PM.
Personality & Attitude
Self-starter with a strong sense of urgency.
Able to work well under pressure.
Quality-focused and detail-oriented.
Responsible in maintaining scoring consistency, process compliance, and evaluation accuracy.