Quality Assurance Analyst

About Us:A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.Job Description：Standardize and maintain the internal QA monitoring system for the client services team.Implement QA strategy with scalable processes and systems to efficiently monitor overall team performance accuracy and status.Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop improvement plans, and collaborate with relevant teams to raise service standards.Proactively identify new methods to improve QA processes, and coordinate with CS and training.Provide QA driven insights and innovative ideas to streamline workflows, ensuring higher efficiency and effectiveness.Requirements:Minimum SPM holder, with at least 3–4 years of QA experience in a customer service environment (email and call support).Familiar with call center operations; hands-on experience with email and call channels is a must; able to handle recordings, quality checks, and shift arrangements.Experience in continuous improvement: capable of setting service quality goals, driving higher client satisfaction, and conducting root cause analysis.Able to work under pressure and adapt to a fast-paced environment; demonstrate strong responsibility, proactive service mindset, problem-solving, and delivery skills.Able to speak, read and type in both English & Mandarin (Chinese) languages.