QA (Mandarin Speaker) role at Agensi Pekerjaan JobScoper Sdn.
Bhd.
This range is provided by Agensi Pekerjaan JobScoper Sdn.
Bhd.
Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Job Responsibilities
- Monitor and evaluate customer interactions (calls, chats, and emails) to ensure compliance with quality standards, client expectations, and e-commerce policies.
- Provide constructive feedback and coaching to agents to improve customer handling, product knowledge, and process adherence.
- Conduct calibration sessions with operations and clients to maintain alignment on quality expectations.
- Identify performance gaps, recurring issues, and root causes, and recommend corrective actions.
- Assist in developing and updating quality evaluation forms, scripts, and process guidelines.
- Prepare and present quality reports and insights to management, highlighting trends, risks, and opportunities for improvement.
- Collaborate with Training and Operations teams to address knowledge gaps and support continuous improvement.
- Ensure compliance with data security, e-commerce regulations, and BPO policies.
- Support initiatives to enhance customer experience, accuracy, and operational efficiency.
Job Requirements
- Bachelor’s degree or equivalent work experience.
- Need to speak and read in English & Mandarin.
Cantonese is a plus.
- 1–2 years’ experience in Quality Assurance within a BPO or call center.
- Strong knowledge of e-commerce operations such as order processing, logistics, returns, refunds, and payment handling.
- Excellent analytical and problem-solving skills, with attention to detail.
- Strong communication skills (verbal & written) to deliver effective feedback and reporting.
- Proficiency in MS Office (Excel, PowerPoint) and QA monitoring tools/CRM systems.
- Ability to work independently, manage multiple tasks, and adapt in a fast-paced environment.
- Customer-centric mindset with focus on process improvement and compliance.
- Willing to relocate to work in JB.
Job Benefits
- Provided training.
- EPF/SOSCO.
- Annual leave/Medical leave.
- 5 WORKING DAYS.
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