| Description: |
Company Profile: An international European contact center specializing in IT has expanded its presence in the Philippines. The company supports the most trusted Automotive solutions provider businesses in developing their digital vision and driving transformation initiatives that sustain industry growth. They are currently looking for Mandarin-speaking professionals to support their Mandarin team.
Position: Mandarin Senior Quality Assurance Specialist
Company Industry: Multinational Consulting Company
Work Location: Pasay City
Work Schedule: Shifting Schedule
Salary: Php 105,000
Work Set Up: On-site during probationary, Hybrid upon regularization
BENEFITS:
13th Month Pay
Sick leave & Vacation Leave
HMO
Government Mandated Benefits
Laptop provided
REQUIREMENTS OF THE JOB:
Open to Filipinos and Filipino-Chinese who can speak, read, and write/type in Mandarin and English.
Open to undergraduates or a Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent work experience).
Having 1-4 years of experience in Technical Support, Service Desk or IT Support.
Having experience in Quality Assurance, process improvement, or performance coaching is a big advantage.
Knowledgeable in Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, charts, automation techniques) and PowerPoint.
Having experience in mentoring, providing feedback, guiding underperforming team members, and implementing structured improvement plans.
Familiarity with quality monitoring tools, KPI frameworks, and the ability to facilitate training to address trends, top defects, and client expectations.
RESPONSIBILITIES OF THE JOB APPLICATION:
Monitor and evaluate Mandarin Service Desk agents’ customer interactions (calls, emails, and chats) to ensure adherence to company standards, quality frameworks, and automotive industry requirements.
Assess the accuracy and completeness of technical and website support provided, including assistance with automotive products, customer portals, system navigation, and online service platforms.
Conduct structured quality audits and deliver comprehensive feedback to enhance service performance, product knowledge, and technical competency.
Ensure Mandarin-speaking agents provide precise guidance on product registration, software downloads, order processing, and access to technical documentation.
Identify service gaps, recurring concerns, and process inefficiencies related to website and portal support, and recommend corrective actions.
Partner with Operations, Training, and Service Desk leadership to implement targeted quality improvement initiatives and coaching strategies.
Track, analyze, and report on quality performance metrics, trends, and customer satisfaction indicators to drive data-informed decisions.
Facilitate calibration sessions to ensure evaluation consistency and alignment with internal standards and client expectations.
Contribute to the development and enhancement of quality guidelines, scorecards, audit tools, and process documentation.
Support continuous improvement programs aimed at optimizing customer experience and overall service delivery excellence.
RECRUITMENT PROCESS:
Paper Screening
HR Interview
Language Assessment
Final Interview
Job Offer
HOW TO APPLY:
Register now on our website to be updated with our Job Openings:
jknetwork-jobs.com/register
Send your resume to: mandarinjobs[at]jp-network-e.com
Contact us for more inquiries:
Look for: Ms. Apple
Mobile Number/Viber Number: 9175093761 | 9176381869
WeChat ID: jknetworkofficial | JKMandarinjobsPH
WhatsApp: +639175093761 | +639176381869 | +639178139678
Telephone Number:(08) 245 2829
Visit our Facebook Account for more job openings and updates!
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🩵Facebook Page Name: Mandarin, Fukien, and Cantonese Job Openings PH
🩵Facebook Group: Mandarin, Fukien, and Cantonese Job Openings PH
💚Linkedin: Apple Gonzales
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