WXG - Quality Assurance Analyst (3rd Party Contract -1 Year Renewable)

About Job

About Tencent

Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998. We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises. Our mission is Value for Users, Tech for Good. We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity.

We are rapidly expanding our international operations and are looking for top talent to propel us forward. Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive.

Business Unit Introduction - WXG

WeChat Pay is a mobile payment and digital wallet service integrated within the WeChat app, launched by Tencent in 2013. It allows users to make secure payments via QR codes, transfer money, pay bills, and shop online. WeChat Pay is looking to expand internationally to create a larger network of merchants and convenience for WeChat users globally. With over 1.3 billion users worldwide, WeChat is changing the mobile landscape by connecting people, services, and businesses by offering a seamless experience within the WeChat ecosystem, providing a convenient way to handle both everyday transactions and larger purchases.

Job Description:

• Standardize and maintain the internal QA monitoring system for the client services team.
• Implement QA strategy with scalable processes and systems to efficiently monitor overall team performance accuracy and status.
• Evaluate quality issues, conduct root cause analysis, provide actionable insights, develop improvement plans, and collaborate with relevant teams to raise service standards.
• Proactively identify new methods to improve QA processes, and coordinate with CS and training.
• Proactively provide QA driven insights and innovative ideas to streamline workflows, participate/in charge of amending/creating workflows, ensuring higher efficiency and effectiveness.

Requirements:

• SPM with at least 34 years of QA experience in a customer service environment (email and call support).
• Familiar with call center operations; hands-on experience with email and call channels is a must; able to handle recordings, quality checks, and shift arrangements.
• Experience in continuous improvement: capable of setting service quality goals, driving higher client satisfaction, and conducting root cause analysis.
• SOP Design & Optimization: Proven experience in the end-to-end development and refinement of Customer Service's Standard Operating Procedures (SOPs).
• Able to work under pressure and adapt to a fast-paced environment; demonstrate strong responsibility, proactive service mindset, problem-solving, and delivery skills.
• Proficient in English, Mandarin, and Cantonese (both spoken and written).