Quality Assurance/Analyst Mandarin (Relocation to Vietnam)

Responsibilities:

·       Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

·       Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

·       Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices

·       Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

·       Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies

·       Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

·       Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc)

·       Complete phone time to keep current on programs (as applicable)

·       Contribute to maintaining forms and legends documents

·       Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Additional Requirements:

·       Willing to relocate to Vietnam (Ho Chi Minh, Vietnam)

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred

·       Excellent Verbal and Written communications skills in Mandarin & English

·       Proficient with Feedback & Coaching skills

·       Must have the ability to work under pressure

·       The applicant should be proficient with MS office (PowerPoint, Excel, Word) 

·       Drive for self-learning and knowledge enhancement

·       Flexible in working in all shifts as per the client requirements

·       Must have analytical abilities to analyse data, trends from effectiveness surveys