Quality Analyst

1. Design or optimize quality inspection standards, build quality systems, guide agents to standardize operations, and ensure service experience.
2. Carry out special quality inspection and multi-factor quality inspection based on quality standards to identify personnel and business issues. (Inadequate knowledge, processes, tools, systems, and personnel)
3. Use quality analysis tools to identify top issues, locate root causes, output business improvements, and drive closure.
4. Develop risk identification methods, organize PR self-check, and drive the closure of self-check issues.

Requirement

1. Bachelor's degree in Business Administration, Management, Industrial Engineering, Statistics, or a related field.
2. 1–3 years of experience in Quality Management, Quality Assurance, Process Improvement, Customer Service Quality, or a related field from E-Commerce / Online Marketplace Company
3. 5-7 years experience as contact center or 2-4 years experience as quality analyst from E-Commerce / Online Marketplace Company
4. Strong understanding of quality management systems, quality inspection methodologies, and process optimization.
5. Proficient in data analysis and quality analysis tools, with the ability to identify root causes and drive corrective actions.
6. Excellent analytical thinking and problem-solving skills.
7. Strong communication and stakeholder management skills, with the ability to collaborate across cross-functional teams.
8. Detail-oriented, proactive, and able to manage multiple tasks in a fast-paced environment.
9. Proficient in Microsoft Excel and PowerPoint; experience with BI or reporting tools is an advantage.
10. Fluent in English; Mandarin is a plus.
11. Experience in service quality management, contact center operations, or outsourcing/vendor management is preferred.