Quality Assurance Associate - Taiwan

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Requirements:

• Over 2 years experience in customer support or contact center industry.
• Native level Traditional and Simplified Chinese language ability.
• Advanced English Skills
• Hands-on experience in Quality Assurance
• Relevant background in Customer Support roles
• Proficiency in Excel with excellent analytical abilities

Responsibilities:

• Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience.
• Ensures that transaction monitoring goals of the Company are met.
• Ensures that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
• Ensures integrity of generated data by maintaining accuracy and regularly reviewing data inputs before it is sent for review or consolidation.
• Reviews and analyzes data on results and highlights areas for improving customer experience, as well as Identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship.
• Performs further deep dive of other relevant data when necessary.
• Calibrates with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
• Monitors interactions that are randomly selected per calibration meeting to ensure that customer experience expectations are adhered to.
• Ensures to evaluate and correct the monitors generated by the QA tool.
• Generates quality reports and insights for operations and/or clients.
• Attends and / or facilitates conference calls and meetings with clients and/or other internal departments regarding QA data and issues
• Participate in building high quality standards for customer service