mandarin QA Specialist - manilaTen Group

OVERVIEW OF THE ROLE
The Service and Quality Assurance Specialist is responsible for assessing the quality of the performance of our Lifestyle Managers who liaise with our member base. This role will monitor inbound and outbound call, email, and chat responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in coaching and developing our Lifestyle Managers; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
KEY RESPONSIBILITIES
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Conduct regular QA coaching/feedback sessions with Lifestyle Managers to drive QA metrics.
Participates in customer and client listening programs to identify customer needs and expectations.
Coordinates and facilitates call calibration sessions for concierge management teams.
Provides feedback and quality reports to call centre team leaders and managers.
Be empowered to drive change for the better in your colleagues, process, and procedures
Perform other duties as assigned.
Requirements
SKILLS AND QUALIFICATIONS
2-3 years Call Centre Experience
Bi-lingual - English with Mandarin required.
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills & dedication to providing exceptional quality of service
Must be self-motivator and self-starter
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the company.
Ability to multitask and successfully operate in a fast paced, team environment.
Must adapt well to change and successfully set and adjust priorities as needed
A passion for driving improvements in service quality
This position is a 40-hour work week with day and evening shifts, Monday to Sunday, including Public Holidays.
Please note: This is a remote role in Philippines, and we consider the candidates who has right to work in Manilla or Clarke.
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as 'extra spending money') that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals - this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.
Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.
Ten Group

Manila City, Metro Manila
Permanent
Full-time