Quality Analyst

Role Overview:
We're looking for a Mandarin-speaking Quality Analyst with experience in Service Desk or IT Support. This role focuses on call/case monitoring, performance analysis, reporting, and coaching to drive team quality and client satisfaction.

What You'll Do:

• Monitor calls/cases for quality, accuracy, and communication
• Provide coaching & feedback to improve team performance
• Create daily, weekly, and monthly reports for management
• Analyze data and identify trends, gaps, and improvement plans
• Conduct calibrations, huddles, and refresher trainings
• Handle RCA for escalations, DSATs, and critical errors
• Collaborate with stakeholders and support knowledge base updates

What We're Looking For:

• 2–4 years in Service Desk, IT Support, or Infrastructure Support
• Experience in QA, coaching, or performance improvement (preferred)
• Mandarin proficiency (required)
• S...