Job Title: Customer Service Quality Analyst (English + Mandarin)

Please Note: This is a role within a customer service/call center environment, focusing on evaluating agent performance and improving service quality.

Note: This is NOT a software testing or IT QA position.

Job Description:

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze quality reports to identify performance trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal quality monitoring system, scoring metrics/rubrics and proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall...