Quality Assurance Associate | Mandarin Speaking  

The Quality Assurance Associate (Mandarin speaking) will assist in rolling out the Central Quality Team’s standards policies and procedures in all business units in coordination with the Workplace Learning and Performance Department and with other QA team members.

This role includes bridging the gap in terms of communication between CS-PAC and Clients whose first language is Mandarin. He/she will translate communications in a business tone and manner when there are issues / disputes being raised by the Company and the clients.

Operations

1. Provide floor support or conduct floor walks cross-functionally across operations on a real-time basis.
2. Roll out new processes and procedures related to accounts or systems used by the site.
3. Assist Team Leaders, Operational Leaders, and Client counterparts, in monitoring and improving low performing Associates and other activities towards attaining the goals.
4. Provide full assistance and support for the Quality Management System for Operations of the company by:
   • Collating issue logs or disputing reports sent by the Front Office department (FO) on a daily basis.
   • Sending to the assigned Team Leader all issues /disputes raised by the FO.
   • Ensuring that issue logs / disputes are valid and that Team Leaders are able to respond with resolution appropriately.
   • Following-through with the Team Leaders regarding any pending issue logs /disputes raised by the FO.

Quality

1. Devise quality measures to ensure that all Associates/Learners follow set IOP protocols per account.
2. Create and calibrate with the WLP Team, Quality Team, and Operations Heads in terms of process implementation and other operational procedures to ensure consistency in site performance.
3. Attend Operational meetings or client conference calls and/or discuss findings related to overall quality performance of the site.
4. Work closely with the Central Quality Team of the company by fulfilling the general tasks of:
   • Improving the quality performance of the site across all accounts and LOBs.
   • Working with the Central Quality Team (CQT), WLP, Management, and Clients in devising ways to improve processes and address identified performance gaps.
   • Supporting the Operation Teams by extending know-hows in terms of systems and account processes.

Training

1. Provide floor support and conduct floor walks on a real-time basis to learners.
2. Assist the WLP during the training phases by extending expertise with Operations and quality monitoring such as Process, ISA, and Cognizance period.
3. Work with the WLP Team, Operations, Management, and Clients in identifying performance gaps that can be addressed by training programs or other initiatives.
4. Create learning materials that are geared towards quality improvement of the site including all the systems used by operations and its operations' manual, policies and procedures, etc.
5. Determine and support the Workplace Learning and Performance Team in the implementation of Internal Operations Procedures (IOPs) by providing the following:
   • Localizes the IOPs.
   • Rolls out the IOPs through learning sessions, coaching, and mentoring.
   • Oversees the execution of the IOPs policies and procedures as required by the Client.
   • Resolves IOP issues that affects the operations.
   • Manages the IOP vocabulary, terms and glossary.
   • Reviews the results of testing and simulation in terms of Operations policies and procedures.

Administrative

1. Prepare regular reporting duties in reference to quality analysis, operations analysis, or training-related matters.

CS-PAC Brand Ambassador

1. Drive positive BPO environment with a lively approach.
   • Drive motivation, camaraderie, team building, and team bonding among members of the Operations floor and the Management.
2. Perform other duties that may be assigned by the Training Lead, Operations Manager, General Manager, or Director from time to time.

Special Assignments and Projects:

1. Quality/Training – related project/s quarterly.

Functional Competencies

• Knowledge on Systems and Processes​​​​​​
  • High working knowledge in system processes and work-arounds.
• Data Analysis
  • ​​​​​​​Ability to monitor and collect research data to assess accuracy, validity, and integrity both in English and Mandarin language.
• Problem Solving ­
  • Ability to identify performance trends and gaps and formulate solutions to eliminate such both in English and Mandarin language.
• Reporting
  • ​​​​​​​Ability to translate trends into presentable data figures both in English and Mandarin language.
• Communication
  • ​​​​​​​Ability to communicate with different levels of Management (and/or Client) both in English and Mandarin language
• Ethics
  • ​​​​​​​Fast-learner, resourceful, and reliable.
• Superior interpersonal skills.
• Strong analytical and planning skills.
• Good presentation skills.

Education and Work Background

• At least a Bachelor’s degree in any field.
• 1-2 years of work experience in the related field or customer service and exposure in coordinating and communicating to a foreign client.
• Fluent in Mandarin (spoken and written).
• Ability to communicate and translate Mandarin in English and vice versa.
• Filipino citizen or hold relevant residence status.
• Above average skills in English.