Vietnamese Bilingual Quality Assurance Analyst

1 hour ago

Taguig, National Capital Region, Philippines Tech Mahindra Full time ₱840,000 - ₱960,000 per year

Job description

We're Hiring: Vietnamese Bilingual Quality Assurance Analyst

Work Where People Matter

  • At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

  • Growth you can see – promotions and career paths await
  • Learning that sticks – trainings to sharpen your skills
  • A workplace that cares – inclusive, supportive, and people-first
  • Health coverage you can count on
  • Rewards when you refer friends to join the team

Your Day-to-Day

  • Monitor all customers engagements and ensures accuracy of the outputs
  • Coordinate and facilitates call calibration/training sessions for vendor Quality Analysts partners
  • Train and certify new Internal Quality Analysts (IQAs) and Vendor Quality Analysts (VQAs)
  • Publish quality trends, feedback and improvement/enhancement reports
  • Deal tactfully and courteously with clients
  • Produce Quality reports and dashboards such as TNI, Pareto, etc.
  • Drive process improvement and ensure process compliance
  • Contributes to the development of the short and long term goals of the process
  • Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times
  • Drive first call resolution and quality initiatives in the program

What We're Looking For

  • 3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)
  • 1 or more years in a quality assurance role (BPO-related experience is highly preferred but not required)
  • Live customer support experience (phone, chat, email, in-person, etc.) handling US based users.
  • Live customer support experience for users in a Bahasa Indonesian speaking country is a plus.
  • This role is also open for fresh graduates who are eager to embark on an exciting and rewarding career in the outsourcing industry

Technical Skills:

  • Strong analytical, problem solving and general troubleshooting skills
  • Excellent general computer skills Soft skills
  • Excellent written communication and interpersonal skills }
  • Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
  • Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. · Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key
  • Tech-savvy

Language:

  • Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Bahasa Indonesian language proficiency
  • Familiarity with cultural norms (specifically for Support) of a Bahasa Indonesian speaking country.
  • Experience living in Vietnam/Vietnamese speaking country preferred.

Work Setup

  • Location: Work in Office – Taguig City
  • Shift: Shifting but mostly graveyard

About Tech Mahindra Philippines

  • We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.

Job Type: Full-time

Pay: Php70, Php80,000.00 per month

Work Location: In person

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