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 Quality Assurance Specialist (Car System Solutions Provider Account)
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

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 customer interactions of Mandarin Service Desk agents (calls, emails, chats) to ensure compliance with company standards, quality guidelines, and automotive industry requirements.
✅Assess agents’ accuracy in providing technical and website support related to automotive products, portals, system navigation, and online services.
✅Conduct quality audits and provide detailed feedback to improve customer service performance and technical knowledge.
✅Ensure Mandarin-speaking agents deliver accurate information regarding product registration, software downloads, order management, and technical documentation access.
✅Identify service gaps, recurring issues, and process improvement opportunities related to website and portal support.
✅Collaborate with Operations, Training, and Service Desk teams to develop quality improvement initiatives and coaching plans.
✅Track and analyze quality performance metrics, trends, and customer satisfaction results.
✅Provide calibration sessions to maintain evaluation consistency and align with business and client expectations.
✅Assist in creating and updating quality guidelines, evaluation forms, and process documentation.
✅Support continuous improvement programs to enhance customer experience and service delivery.

RECRUITMENT PROCESS:
✅Paper Screening
✅HR Interview
✅Language Assessment
✅Final Interview
✅Job Offer