Sourcing Manager, Finance BPO
Coinbase
Assistant Quality Assurance Manager, Mandarin/Cantonese
TP
full-time
Posted on:
Origin: • 🇲🇾 Malaysia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Oversee day-to-day QA operations, including call, chat, and email evaluations.
- Ensure quality monitoring frameworks and scorecards are consistently applied across Mandarin, Cantonese, and English interactions.
- Conduct calibration sessions to align evaluation standards within the QA team and operations.
- Supervise and support QA Analysts; provide guidance, feedback, and training.
- Act as a deputy to the Quality Assurance Manager in managing team performance.
- Assist in resource planning, task allocation, and team development.
- Identify recurring issues, service gaps, and training needs from QA evaluations.
- Recommend process improvements and collaborate with training and operations teams to implement corrective action plans.
- Ensure adherence to client and company quality standards, policies, and compliance requirements.
- Prepare quality performance reports and support internal and external audits when required.
Requirements
- Diploma/Degree in Business, Communications, Linguistics, or related field.
- 3–5 years of experience in Quality Assurance within a BPO, contact center, or service-related environment.
- At least 1–2 years in a supervisory/assistant manager role.
- Fluent in Mandarin, Cantonese, and English (spoken and written).
- Strong leadership, coaching, and people management skills.
- Analytical mindset with attention to detail.
- Proficiency in QA tools, reporting systems, and Microsoft Office/Google Workspace.
- Excellent communication, problem-solving, and presentation skills.
