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What you’ll do: Main responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations,... • At least 1 years in Customer Services/Contact Center/BPO industry. • Willing to work on flexible schedule • Mandarin fluently + English in communication • Customer Services mindset