Job Description

Quality Monitoring & Evaluation

• Monitor, evaluate, and audit samples of inbound and/or outbound calls, chat, email, and other customer contact methods.
• Meet departmental productivity requirements, including the number of calls monitored and emails evaluated.
• Report evaluation results to relevant business stakeholders, including Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners.

Calibration, Audit & Process Improvement

• Participate in calibration sessions and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices.
• Participate in internal quality audits to assess process control, efficiency, and contact quality.
• Recommend changes to improve overall contact quality.

Program Knowledge & Business Support

• Maintain strong program knowledge and basic understanding of client products, services, and program strategies.
• Participate in quality task forces with business stakeholders and complete phone time to stay current on programs when applicable.
• Contribute to maintaining forms and legend documents.
• Support management review of key drivers, metrics, operational processes, Balanced Scorecards, and profitability goals.

Job Requirement

Education & Experience

• Associate or Bachelor’s degree in a related field from a four-year college or university.
• Two to four years of relevant experience is preferred.

Skills & Competencies

• Strong attention to detail.
• Demonstrated ability to multitask and meet delivery timelines.
• Proficient in Microsoft Office.
• Strong written and verbal communication skills.
• Able to evaluate quality performance and report findings clearly to stakeholders.

Language / Other Requirements

• Chinese Mandarin and English proficiency required.
• Able to work 5 days per week, not frequently off on Saturday and Sunday.
• Able to work rotating shifts between 8:00 AM and 11:00 PM.

Personality & Attitude

• Self-starter with a strong sense of urgency.
• Able to work well under pressure.
• Quality-focused and detail-oriented.
• Responsible in maintaining scoring consistency, process compliance, and evaluation accuracy.