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Quality Assurance Officer (Mandarin Speaker)
- Bachelor’s degree or relevant experience in quality assurance or contact center operations.
- Prior QA experience in banking or a contact center environment preferred.
- Ability to speak and write Mandarin is mandatory.
- Good command of English
- Strong analytical, communication, and reporting skills.
- Attention to detail and knowledge of compliance and quality frameworks.
- Willingness to work in shifts
- Monitor and evaluate calls, emails, and chats against quality and compliance standards.
- Conduct quality assessments for Mandarin- and English-speaking interactions.
- Provide structured feedback, coaching, and quality insights to contact center agents.
- Identify trends, root causes, and training needs to improve overall performance..
- Prepare quality reports and support continuous improvement initiatives.
- Ensure adherence to banking regulations, internal policies, and SLAs.
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