Quality Assurance Manager - Mandarin Speaker

BrainHunters Association; Selangor; On-site; MYR 50,000 - 80,000; Full time

Job summary

A leading company is seeking a Quality Assurance Manager to enhance its quality systems through audits and process improvements. The role involves managing the Quality Assurance department, overseeing various operations, and ensuring high standards in service delivery. Candidates must have relevant experience in contact centers and possess strong communication skills in both English and Mandarin.

Qualifications

• More than 3 years managing Quality Assurance in a Contact Center environment.
• At least 1 year managing a team of Quality Assurance Specialists.
• Fluency in Mandarin and English.

Responsibilities

• Ensure smooth running of Quality Assurance department operations.
• Conduct monthly calibration and provide training to transaction monitors.
• Present weekly updates on quality standing to Operations.

Skills

Communication Skills

Critical Thinking

Education

Diploma

Job description

The ideal candidate is a critical thinker who will proactively improve the quality systems of the company through internal audits, participation in process improvement programs, and interaction with key partners to obtain constructive feedback.

Roles & Responsibilities:

• Ensure smooth running of the daily operations of the Quality Assurance department which is inclusive but not exhaustive of:
• Transaction Monitoring for all types of calls and programs
• Service Delivery / Complaint Management Processing
• Customer Satisfaction Survey Implementation
• To conduct monthly Calibration with Client's Quality Assurance Department and all other transaction monitors to ensure consistency and understanding on Quality Elements and scoring principles.
• To present weekly updates on quality standing and areas in need of improvement to Operations via Weekly Strategy within the stipulated timeframe, accurately.
• To coach, counsel and monitor the efficiency and effectiveness of all QAS reporting to the department.

Qualifications

• Candidate must possess at least a Diploma, or
• Min 3 years of experience managing Quality Assurance within Contact Center Environment (external hiring), or
• Managing QA in terms of transaction monitoring, coaching, calibration and provide insight on error rate.
• Min 1 year experience managing a team of Quality Assurance Specialist
• Must be able to speak, read, and write in Mandarin to effectively communicate with Mandarin-speaking clients and stakeholders.
• Good communication skills in English and