QA SPECIALIST

Review agents’ interaction/cases across all contact touchpoints to measure teams’ performance and track customer support quality. 

Contribute to calibration sessions to evaluate agent performance. 

Identify lapses in agents’ performance and provide constructive feedback for improvement. 

Engage in customer listening to identify customer pain points and expectations. 

Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. 

Can conduct QA report base on the scoring result base on KPI orientation: Result, Root Cause and Action need 

Review the performance appraisal and organize the discussion of Individual Development Plan 

Graduated from College or above.  

Fluent in English both written and spoken (TOEIC 650 for English and HSK4 for Chinese) or the same level 

Minimum 6 months years of experience in QA role (specialized in BPO industry 

SOP and customer-oriented 

Strong attention to detail 

Can work under high workload of reading with high accuracy 

Excellent computer skills with MS Office 

Willing to work on Saturday/Sunday and national holidays 

Willing to work overtime if needed