Cantonese Bilingual QA Analyst(Pooling) - Quezon City

Responsibilities:

• Conduct Transaction Quality Audits, Ticket Data Analysis & Error Analysis.
• Provide meaningful feedback and reporting to agents, team leads and management to guide improvement in agent coaching/ training, documentation, resolution models, etc.
• GAP Analysis and Controls.
• Responsible for calibrating and supporting quality standards
• Drive Quality Initiatives to improve performance and efficiency.
• Provide data inputs to internal stakeholders.
• Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.
• Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
• Drive first call resolution and quality initiatives in the program
• Requirements:
• Minimum of a 2 year Associate Degree but Bachelors’ degree complete or in progress is preferred
• 2 or more years experience in a quality assurance role
• Live customer support experience for users in a Cantonese speaking country is a plus
• Strong analytical, problem solving and general troubleshooting skills. Ability to communicate technical issues in non-technical terms
• Excellent general computer skills. Any online video platforms product knowledge and experience is a plus
• Excellent written communication and interpersonal skills
• Comfortable with a rapidly-changing environment
• Incredible communicator:
• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner.
• Must be able to grasp complex sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
• Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self starters who want to contribute to making the campaign better for users and partners and won’t hesitate to speak up to make our support organization better.
• Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key.
• Bilingual with excellent spoken and written English and Cantonese comprehension and proficiency.
• Familiarity with cultural norms (specifically for Support) of a Cantonese
• speaking country.

• speaking country preferred.

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