Job Description

Bachelor’s degree or relevant experience in quality assurance or contact center operations.Prior QA experience in banking or a contact center environment preferred.Ability to speak and write Mandarin is mandatory.Good command of EnglishStrong analytical, communication, and reporting skills.Attention to detail and knowledge of compliance and quality frameworks.Willingness to work in shifts Monitor and evaluate calls, emails, and chats against quality and compliance standards.Conduct quality assessments for Mandarin- and English-speaking interactions.Provide structured feedback, coaching, and quality insights to contact center agents.Identify trends, root causes, and training needs to improve overall performance..Prepare quality reports and support continuous improvement initiatives.Ensure adherence to banking regulations, internal policies, and SLAs.

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