Customer Service QA Specialist (Chinese Speaker)

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Job Description

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.

What's on Offer