Mandarin QA (Johor Bahru)

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This range is provided by Agensi Pekerjaan JobScoper Sdn. Bhd.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

• Monitor and evaluate customer interactions (calls, chats, and emails) to ensure compliance with quality standards, client expectations, and e-commerce policies.
• Provide constructive feedback and coaching to agents to improve customer handling, product knowledge, and process adherence.
• Conduct calibration sessions with operations and clients to maintain alignment on quality expectations.
• Identify performance gaps, recurring issues, and root causes, and recommend corrective actions.
• Assist in developing and updating quality evaluation forms, scripts, and process guidelines.
• Prepare and present quality reports and insights to management, highlighting trends, risks, and opportunities for improvement.
• Collaborate with Training and Operations teams to address knowledge gaps and support continuous improvement.
• Ensure compliance with data security, e-commerce regulations, and BPO policies.
• Support initiatives to enhance customer experience, accuracy, and operational efficiency.

Job Requirements

Job Benefits

Seniority level

Associate

Employment type

Full‑time

Job function

Customer Service

Industries

Human Resources Services

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