Vietnamese Bilingual Quality Analyst_(Taguig) BPO
Vcustomer Philippines, Inc. Taguig Full-time
We’re Hiring: Vietnamese Bilingual Quality Assurance Analyst
- Work Where People Matter
- At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.
- Why You’ll Love It Here
- Growth you can see – promotions and career paths await
- Learning that sticks – trainings to sharpen your skills
- A workplace that cares – inclusive, supportive, and people-first
- Health coverage you can count on
- Rewards when you refer friends to join the team
- Monitor all customers engagements and ensures accuracy of the outputs
- Coordinate and facilitates call calibration/training sessions for vendor Quality Analysts partners
- Train and certify new Internal Quality Analysts (IQAs) and Vendor Quality Analysts (VQAs)
- Publish quality trends, feedback and improvement/enhancement reports
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI, Pareto, etc.
- Drive process improvement and ensure process compliance
- Contributes to the development of the short and long term goals of the process
- Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times
- Drive first call resolution and quality initiatives in the program
- 3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)
- 1 or more years in a quality assurance role (BPO-related experience is highly preferred but not required)
- Live customer support experience (phone, chat, email, in-person, etc.) handling US based users.
- Live customer support experience for users in a Bahasa Indonesian speaking country is a plus.
- This role is also open for fresh graduates who are eager to embark on an exciting and rewarding career in the outsourcing industry!
- Strong analytical, problem solving and general troubleshooting skills
- Excellent general computer skills Soft skills
- Excellent written communication and interpersonal skills }
- Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
- Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. · 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
- Tech-savvy
- Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Bahasa Indonesian language proficiency
- Familiarity with cultural norms (specifically for Support) of a Bahasa Indonesian speaking country.
- Experience living in Vietnam/Vietnamese speaking country preferred.
- ? Location: Work in Office – Taguig City
- ? Shift: Shifting but mostly graveyard
- About Tech Mahindra Philippines
- We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.
Taguig
Job Description
Posted on 11 May 2026
ASSOCIATE FUNCTIONAL CONSULTANT (Quality Assurance Analyst)
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