Qa Engineer Engineer

-Conduct second-level screening and monitor daily sampling of TikTok videos (Taiwan & Macao markets) for legal compliance and content safety -Evaluate first-level content moderators' policy tagging accuracy -Host QA huddle sessions and calibration meetings -Lead training sessions for new and low-performing QA specialists -Develop performance expectations, action plans, and development plans to improve QA quality -Create official knowledge trackers and knowledge articles for QA teams and moderators -Perform root cause analysis on quality issues, recommend insights, and collaborate with operations teams on improvement plans -Collaborate with policy teams to design policy frameworks and create new alignments -Handle appeals and disputes from moderators and QA teams -Participate in product knowledge test design, analyze results, and work with stakeholders to improve team product knowledge -Provide detailed error analysis and feedback through calibration sessions to improve quality scores -Communicate updates effectively with team members, policy teams, and operations management -Produce quality performance reports and insights

-Managed a team of 12 supporting APAC regions (Korea, Japan, Thailand) -Audited ticket processes and ensured ticket quality met standards -Conducted one-to-one coaching to improve call and ticket quality -Led first-level and second-level analysts to achieve agreed service levels for the Adidas account -Managed the Service Desk and senior analysts providing 1st & 2nd level technical support via phone and remote desktop tools -Acted as first escalation point for unresolved or escalated calls -Conducted regular team huddles and created monthly quizzes to ensure team understanding of processes -Monitored, motivated, and mentored agent performance and professional development -Created documented SOPs to improve service desk quality processes -Analyzed agent case handling to identify efficiency improvements -Collaborated with management to enhance customer service initiatives -Assisted in driving operational KPIs (service level, abandon rate, NPS, average handling time, etc.) -Trained new hires and conducted refresher training on customer service, soft skills, and product knowledge -Participated in first screening, interviewing, and hiring of L1 service desk analysts

-Monitored and evaluated recorded customer calls (APAC Region) and provided quality feedback to agents -Provided tips and advice to demotivated agents to improve performance -Collaborated closely with team leaders and trainers to achieve quality standards -Identified opportunities to upgrade quality standards within management processes and systems -Created Mandarin call scripts, QA guidelines, and Mandarin version airport codes as agent resources -Investigated and handled escalations, providing refresher training to improve service quality

-Evaluated Mandarin inbound calls, emails, and online chats (China Market) against QA standards -Provided quality feedback to agents, evaluating strengths and weaknesses -Conducted training to improve agent product knowledge and soft skills -Coached agents with attitude problems and helped motivate team members -Assisted in recording and checking IVR standards -Assisted in creating and modifying customer service policies, procedures, performance levels, and QA standards -Collaborated closely with QA teams, trainers, and operations to meet client expectations

-Handled online chat and email inquiries and complaints from the China market -Investigated and resolved service issues and product problems -Managed customer database accounts, performed verification, and processed applications, orders, and requests -Collaborated with operations teams to handle customer escalations and follow-ups