Specialist, Quality Assurance (Mandarin Support)

2 Days ago • 2 Years +

About the job

Summary_{By Outscal}

OKX is seeking a Specialist, Quality Assurance (Mandarin Support) with 2+ years of customer service quality inspection experience. You will conduct daily checks on customer service agents, develop quality standards, and propose improvements. Must have strong Mandarin and English communication skills.

Who We Are:

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

What You'll be Doing:

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

What We Look For in You:

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.
Excellent command of spoken English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
Bachelor‘s degree or above, fluent in writing.
Familiar with quality inspection standards and processes in the customer service industry.
Proactive in work, able to continuously propose constructive solutions for the job. Good at identifying problems, and capable of proposing solutions.
Able to work as a team and good at stress tolerance.
Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

Benefits & Perks:

Competitive remuneration package (Basic Salary + Annual Increment)
Meal allowance up to RM 500/ month
Unlimited transport allowance (T&C apply)
Monthly team building
RM 2,500 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