Quality Analyst (Mandarin Speaker)
Share
Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
- Should have knowledge in Service Desk and Infrastructure Support Operations
- Should have analytical & reasoning skills Ability to create Weekly & Monthly Quality reports/decks for the management review
- Ability to analyze large amounts of data and draw out meaningful actionable summaries
- Expertise in Microsoft Excel & PowerPoint Collaborates well & Effective communicator at all levels
- Should have effective coaching skills
Responsibilities:
- Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
- Provide regular feedback and coaching based on the performance and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
- Responsible for generating daily weekly & monthly reports for internal purposes.
- Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
- Calibrate cases internally with the team to ensure minimum difference in the ratings.
- Conduct regular huddles with the teams/ training batches to share client expectations and trends observed.
- Performance data analysis for the team and chalking out improvement plans and executing the same for bottom quartile.
- Liaise with the customer counterparts for any/all KTs that happen.
- RCA on Fatal Errors DSATs Client Escalations and provide inputs for further training needs.
- Suggest Quality improvement plan.
- Refresher training to be conducted based on the top defects identified.
- Help in updating the Knowledge base.
Role Requirements
- Bachelors degree in Information Technology Computer Science Business or related field (or equivalent work experience).
- Minimum of24 years of experience in Service Desk IT Support or Infrastructure Support operations.
- Prior experience inQuality Assurance Process Improvement or Performance Coaching within a technical support environment is highly preferred
- Proficiency in Mandarin (verbal and written) is required.
- Excellent verbal and written communication skills with the ability to interact professionally at all organizational levels.
- Must be willing to work onsite at Mall of Asia Business Complex Pasay City
- Open to work in rotating schedules.
- Advanced proficiency in Microsoft Excel (pivot tables VLOOKUP/XLOOKUP charts automation techniques) and PowerPoint (management-level deck creation).
- Ability to analyze large datasets and convert findings into insightful actionable recommendations.
- Familiarity with quality monitoring tools case evaluation frameworks and KPI-driven performance metrics.
- Demonstrated experience in coaching mentoring and performance feedback delivery.
- Ability to effectively guide outliers and support team members through structured improvement plans.
- Skilled in facilitating refresher trainings based on top defects trends and client expectations
Required Experience:
IC
Key Skills
About Company
A global leader in consulting, technology services and digital transformation, we offer an array of integrated services combining technology with deep sector expertise.
