Specialist, Quality Assurance (Mandarin Support)

OKX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading crypto exchange is seeking a Specialist in Quality Assurance to monitor and enhance service quality at their Kuala Lumpur office. This role requires proficiency in English and Mandarin, with responsibilities including quality inspections, case reviews, and process improvements. Competitive package with allowances and growth potential offered in a multicultural environment.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Unlimited transport allowance (T&C apply)

Monthly team building

RM 3,500 training & wellness benefits per annum

Yearly bonus

Insurance coverage for employees & dependants

Excellent career growth prospects

Multinational working environment

Qualifications

• More than 2 years of QA experience in customer service.
• Ability to conduct case reviews.
• Proficient in both spoken and written English and Chinese.

Responsibilities

• Conduct daily checks on voice and text quality of customer service agents.
• Develop quality monitoring standards and improve service quality.
• Analyze business and operational issues based on quality inspections.

Skills

Quality inspection

Problem identification

Solution proposal

Teamwork

Stress tolerance

Bilingual: English & Chinese

Job description

Specialist, Quality Assurance (Mandarin Support)

Who We Are:

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You'll be Doing:

• Conduct daily checks on the voice and text quality of customer service agents to ensure that service quality meets company standards.
• Develop standards for monitoring service quality, as well as regulations for rewards and penalties, continuously improving various standard systems.
• Propose suggestions and measures for quality improvement based on business types to enhance the business level of the customer service center.
• Analyze and refine business issues, process issues, product issues, operational issues, and customer service personnel issues based on quality inspection samples.
• Compile monthly reports, establish effective improvement measures, track the implementation results of improvement measures, and improve the quality monitoring and evaluation system.
• Drive individual and process-level closed-loop improvements through quality inspection results and case reviews.

What We Look For in You:

• With more than 2 years of quality inspection experience in customer service centers (online customer service or call centers), possessing the ability to conduct case reviews.
• Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts.
• Familiar with quality inspection standards and processes in the customer service industry.
• Proactive in work, able to continuously propose constructive solutions for the job. Good at identifying problems, and capable of proposing solutions.
• Able to work as a team and good at stress tolerance.
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
• Competitive remuneration package (Base Salary + KPI Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

#LI-Onsite #LI-JC3

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