Assistant Quality Assurance Officer - Customer Service (Welcome IANG / TTPS)

What You Will Be Doing

• Monitor and evaluate conversations across different channels to ensure quality specifications meet standards and achieve operational KPIs such as customer satisfaction, productivity, and case management
• Provide quality analysis and recommendations to enhance the overall quality of customer service
• Establish, implement, and update the Quality Assurance Policy, Quality System, and Quality Programs
• Interpret and implement quality assurance standards
• Document internal audits, prepare reports, and conduct other quality assurance activities
• Perform any ad hoc responsibilities assigned by management

Who Is Our Right Fit

• Degree holder in a business discipline is preferred
• Minimum 1 year of relevant experience in quality assurance/customer service
• Experience in customer service and managing contact center operations (email, chat, phone, social media)
• Demonstrates prioritization skills and is highly organized, with the ability to manage conflicting demands to meet deadlines in a fast-paced environment
• Excellent spoken and written English and Chinese
• Proficient in MS Office applications, including Word, Excel, PowerPoint, and Chinese processing
• Strong attention to detail and accuracy
• Strong statistical knowledge and proficiency in making reports and analysis