Travel Airlines | Quality Assurance Analyst - Mandarin Bilingual

Job Description

We are currently looking for a Quality Assurance Analyst (Mandarin) to support our customer service operations. The QA Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions while ensuring compliance with established standards, processes, and client expectations.

This role supports a customer service account, preferably within travel, airline, or booking-related operations, and requires strong communication skills in Mandarin.

• Conduct regular quality audits of customer interactions (calls, chats, emails, or tickets)
• Evaluate compliance with quality standards, processes, and client requirements
• Provide detailed feedback and coaching to support performance improvement
• Perform root cause analysis and identify trends impacting service quality
• Support calibration sessions and quality alignment with stakeholders
• Prepare quality reports and insights to help drive continuous improvement

• College graduate (Bachelor’s degree holder)
• At least 1 year of Quality Assurance experience in a customer service environment
• QA experience within travel, airline, or booking-related accounts is highly preferred
• Background in BPO or shared services industry is required
• Proficiency in Mandarin language (spoken and written)
• Strong analytical, communication, and documentation skills
• Familiarity with QA tools, scorecards, and performance metrics