Quality Analyst (Mandarin) | Onsite | Pasay

Work Arrangement: Onsite during probationary period (6months), Hybrid upon regularization (3 days onsite, 2 days WFH) Pasay Office Shifting Schedule Requirements: At least HSK 4 proficiency in Mandarin with certification At least 2 years of experience in Service Desk, IT Support, or Infrastructure Support operations. Responsibilities: Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability. Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required. Responsible for generating daily, weekly & monthly reports for internal purposes. Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site. Calibrate cases internally with the team to ensure minimum difference in the ratings.