Quality Analyst Mandarin

Key Responsibilities

• Training & Development

 Design, deliver, and manage new hire and refresher training programs focused on product knowledge, systems, and soft skills.

 Conduct on-the-job training (OJT), nesting support, and regular skills assessments.

 Customize learning plans based on QA insights and individual agent needs.

 Continuously update training materials in collaboration with project teams and stakeholders.

 Monitor customer interactions to ensure compliance with Standard Operating Procedures (SOPs), customer service guidelines, and process standards.

 Evaluate agent performance through regular call audits and provide constructive feedback.

 Identify quality gaps and design corrective training or coaching interventions.

 Act as the subject matter expert (SME) for QA within the assigned project.