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Mandarin QA (Johor Bahru)

Mandarin QA (Johor Bahru)

Agensi Pekerjaan JobScoper Sdn. Bhd.Iskandar Puteri, Johor, Malaysia
7 hari lalu
Penerangan pekerjaan

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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

  • Bachelor’s degree or equivalent work experience.
  • Need to speak and read in English & Mandarin. Cantonese is a plus.
  • 1–2 years experience in Quality Assurance within a BPO or call center, preferably in the e-commerce industry.
  • Strong knowledge of e-commerce operations such as order processing, logistics, returns, refunds, and payment handling.
  • Excellent analytical and problem‑solving skills, with attention to detail.
  • Strong communication skills (verbal & written) to deliver effective feedback and reporting.
  • Proficiency in MS Office (Excel, PowerPoint) and QA monitoring tools / CRM systems.
  • Ability to work independently, manage multiple tasks, and adapt in a fast‑paced environment.
  • Customer‑centric mindset with focus on process improvement and compliance.

    • Job Benefits

  • Provided training.
  • EPF / SOSCO.
  • Annual leave / Medical leave.

    • Seniority level

    Associate

    Employment type

    Full‑time

    Job function

    Customer Service

    Industries

    Human Resources Services

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    Johor Bahru Johor • Iskandar Puteri, Johor, Malaysia