Quality Assurance Officer ( Call Center / $23,000-$25,000)

Principal responsibilities:

• Identify and address potential threats, frauds, and areas needing immediate improvement to maintain high-quality standards.
• Share the comments & experience for handling customer feedback and complaints, enhancing both internal capabilities and external satisfaction.
• Conduct in-depth analysis and detailed reporting of quality issues. Utilize root cause analysis methodologies to identify underlying problems and implement sustainable, effective solutions that prevent recurrence.
• Continuously assess and monitor front-line agents’ quality performance and productivity against established standards. Provide constructive feedback, targeted coaching, and ongoing support to foster a high-performing, customer-centric front-line team that drives mutual success.

Requirements:

• F.5 / DSE or above
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Chinese typing).
• Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
• Proficiency in both English, Chinese and Putonghua