Specialist, Quality Assurance (Mandarin Support)

2 Months ago • 2 Years + • Quality Analysis

Job Summary

Job Description

As a Quality Assurance Specialist, you will conduct daily checks on the voice and text quality of customer service agents to ensure service quality meets company standards. You will develop standards for monitoring service quality and propose suggestions for improvement. Analyzing and refining business, process, product, and personnel issues based on quality inspection samples will also be your responsibility. Monthly reports and improvement measures will be crucial, alongside driving closed-loop improvements. The role involves being proactive in the work, identifying problems, and proposing solutions, demonstrating good teamwork and stress tolerance. The candidate should be able to work from Tun Razak Exchange.
Must have:
  • 2+ years of quality inspection experience
  • Excellent spoken and written English and Chinese proficiency
  • Familiar with customer service quality inspection standards
  • Proactive with problem-solving skills
  • Team player with good stress tolerance
Perks:
  • Competitive remuneration package
  • Meal allowance up to RM 500/ month
  • Unlimited transport allowance
  • Monthly team building
  • RM 3,500 training & wellness benefits per annum
  • Yearly bonus
  • Convenient workplace (5 minutes walk from MRT TRX)
  • Insurance coverage for employees & dependants
  • Excellent prospects for growth and promotion
  • Employee engagement, recognition and appreciation program
  • Multinational working environment

Job Details

Who We Are:

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
 
OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.
 
Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.
 
OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
 

What You'll be Doing:

  1. Conduct daily checks on the voice and text quality of customer service agents to ensure that service quality meets company standards.
  2. Develop standards for monitoring service quality, as well as regulations for rewards and penalties, continuously improving various standard systems.
  3. Propose suggestions and measures for quality improvement based on business types to enhance the business level of the customer service center.
  4. Analyze and refine business issues, process issues, product issues, operational issues, and customer service personnel issues based on quality inspection samples.
  5. Compile monthly reports, establish effective improvement measures, track the implementation results of improvement measures, and improve the quality monitoring and evaluation system.
  6. Drive individual and process-level closed-loop improvements through quality inspection results and case reviews.

 

What We Look For in You:

  1. With more than 2 years of quality inspection experience in customer service centers (online customer service or call centers), possessing the ability to conduct case reviews.
  2. Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts.
  3. Familiar with quality inspection standards and processes in the customer service industry.
  4. Proactive in work, able to continuously propose constructive solutions for the job. Good at identifying problems, and capable of proposing solutions.
  5. Able to work as a team and good at stress tolerance.
  6. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

 

Benefits & Perks:

  • Competitive remuneration package (Base Salary + KPI Allowance)
  • Meal allowance up to RM 500/ month
  • Unlimited transport allowance (T&C apply)
  • Monthly team building
  • RM 3,500 training & wellness benefits per annum
  • Yearly bonus
  • Convenient workplace (5 minutes walk from MRT TRX)
  • Insurance coverage for employees & dependants
  • Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
  • Employee engagement, recognition and appreciation program
  • Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
#LI-Onsite #LI-JC3

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About The Company

OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology. Our platform offers spot & derivatives trading helping traders optimize their strategy. It provides a safe, reliable and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters. We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to achieve something that changes the world and never stop to innovate and improve on our customer experience.

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