Mandarin Bilingual

17 hours ago

Taguig, Philippines HRTX Full time

About the job Mandarin Bilingual - IT BPO

We are seeking an experienced Mandarin-English bilingual professional to join our IT BPO team in a leadership or quality role. Depending on your expertise, you may manage frontline teams, lead service quality initiatives, or oversee day-to-day IT operations. This position requires a balance of language fluency, technical insight, and people management or quality/process skills.

Quality Assurance (Mandarin Bilingual)
  • Monitor and evaluate calls, chats or tickets for Mandarin and English support teams
  • Provide feedback and coaching to agents to ensure service excellence and compliance
  • Develop QA scorecards and audit tools tailored to IT/Technical support interactions
  • Collaborate with training and operations to address quality gaps and drive improvements

Requirements:

  • 2+ years of experience in Quality Assurance in a IT BPO support setting
  • Strong knowledge of IT support protocols and QA methodologies
  • Fluency in Mandarin and English (written & verbal)
Operations Manager (Mandarin Bilingual)
  • Oversee the end-to-end delivery of IT support services for Mandarin-speaking clients
  • Manage a team of supervisors/team leads and ensure consistent service quality
  • Collaborate with clients on operational updates, reporting and continuous improvement
  • Own metrics like SLA, NPS/CSAT, staffing, efficiency and utilization

Requirements:

  • Fluent in Mandarin and English, with strong stakeholder communication skills.
  • 8+ years of BPO experience, including at least 2+ years in operations or service delivery management.
  • Lean Six Sigma Yellow Belt
  • Strong understanding of IT service delivery frameworks (e.g. ITIL)
  • Proven leadership, data analysis, and client-facing skills
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