Mandarin Bilingual - Quality Assurance (Order Taking)

Mandarin Bilingual Quality Assurance (QA) – Order Taking

Key Responsibilities:

• Bilingual Quality Assurance Testing:
• Conduct regular QA testing for customer service calls, emails, chat interactions, and other BPO services in both Mandarin and English.
• Ensure proper documentation of all QA results, identifying any service discrepancies or deviations from client requirements in both languages.
• Evaluate customer interactions for accuracy, tone, quality, and language, providing feedback in Mandarin and English.
• Customer Experience Monitoring:
• Monitor customer interactions to assess the quality of service, ensuring that agents meet performance and language proficiency standards.
• Verify that interactions with Mandarin-speaking customers are consistent with company policies and meet the desired quality standards.
• Training & Development:
• Provide guidance and feedback to agents based on QA results, especially on language proficiency and service delivery in Chinese.
• Assist in the development of training materials, focusing on language and cultural nuances for both Chinese and English-speaking teams.
• Localization & Cultural Sensitivity:
• Ensure the proper handling of Mandarin language and cultural preferences in all customer interactions.
• Review and verify that localized content, scripts, and services meet the needs of Chinese-speaking clients.
• Reporting and Issue Resolution:
• Document findings, generate daily/weekly/monthly QA reports in both English and Chinese.
• Identify recurring issues and provide actionable insights to improve service quality and team performance.
• Work with team leaders and managers to address any service-related concerns or performance gaps.
• Collaboration with Cross-Functional Teams:
• Collaborate with the operations, training, and HR teams to identify skill gaps, improve processes, and enhance service quality.
• Facilitate seamless communication between Chinese-speaking teams and English-speaking management.
• Continuous Improvement:
• Contribute to the continuous improvement of quality assurance processes, policies, and procedures, especially in the context of bilingual operations.
• Stay updated on industry best practices for QA, particularly in the BPO and multilingual environments.

Qualifications:

• Education:
• Bachelor’s degree or equivalent experience in Business, Communications, or a related field.
• Language Skills:
• Fluent in both Mandarin and English (written and spoken) is mandatory.
• Strong command of both languages for clear and precise communication in both customer interactions and internal documentation.
• Experience:
• 2+ years of experience in Quality Assurance or Customer Service roles within a BPO environment.
• Previous experience in a bilingual role, specifically in QA is highly preferred.
• Technical Skills:
• Familiarity with BPO tools such as CRM systems, call monitoring software, and issue tracking tools (e.g., Zendesk, Salesforce).
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with QA platforms or tools used for call monitoring or chat/email evaluation is a plus.
• Soft Skills:
• Excellent attention to detail and the ability to identify patterns or issues quickly.
• Strong interpersonal and communication skills, with the ability to provide constructive feedback in both languages.
• Ability to work independently and as part of a team in a fast-paced, customer-oriented environment.
• Additional Skills (Optional):
• Familiarity with performance metrics and KPIs used in BPO environments (e.g., customer satisfaction scores, first call resolution).
• Knowledge of call center operations and customer service standards in Chinese-speaking regions.
• Familiarity with call center systems or QA tools such as NICE, Verint, or similar is a plus.

Work Setup:

• Willing to work in McKinley, Taguig (office-based), Night Shift
• Flexible to work in a shifting schedule, including weekends (Saturday & Sunday) and Holidays
• Can start immediately