Job Description

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...

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