Customer Service QA Specialist (Chinese Speaker)

The Role:

Key Responsibilities

• Monitor and evaluate customer service interactions (calls, chats, and emails) to ensure compliance with company standards.
• Identify trends, gaps, and areas of improvement in customer interactions.
• Collaborate with team leads and training departments to enhance processes and service delivery.
• Generate reports on quality performance and recommend action plans.
• Support the continuous improvement of customer service KPIs (CSAT, FCR, NPS, etc.).

Ideal Profile:

• Mandarin and English is a must
• Proven experience in customer service or quality assurance within a support environment
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in English and/or Mandarin.
• High attention to detail and ability to provide objective, constructive feedback.
• Open to candidates with no prior experience.