Quality Assurance Lead - Mandarin Speaker

The Quality Assurance Lead will be responsible for overseeing the quality assurance process for a region, making sure local processes are aligned with global standards, ensuring that customer interactions meet the desired outcomes and are aligned with its objectives.

Score Sales Representatives Interactions with Advertisers:

• Responsible for executing against OKRs, such as achieving the weekly target number of calls scored
• Collect insights on call improvement areas and share with sales managers 
• Share the feedback with the Regional and global stakeholders

Own Regional QA QBR, MBR, WBR reviews:

• Prepare and present information to review team progress and impact, conduct reviews regularly to ensure that the team is meeting its targets.

Lead Call Calibrations:

• Own calibrations end-to-end, from sending invites according to the leadership team's availability, preparing the session, leading the discussions, and sending a wrap-up email of the session
• Ensure that all stakeholders are aligned with the evaluation process and scoring guidelines

Reporting and Tracking:

• Ensure that the regional QA dashboard is up-to-date so global metrics can be reported accurately.
• Produce weekly reports that summarize the QA process, including metrics and insights, and share them with relevant stakeholders.

Drive consistency in QA Processes Regionally:

• Identify regional nuances and adapt global QA approach to the region while maintaining overall consistency with global standards
• Proactively identify areas where the process can be improved and ideas with the Global QA PgM
• Work with L&D to determine what operational trainings QA analysts should attend to stay up-to-date on key expectations and changes that impact the customer interaction (e.g. Seasonal Moments trainings)

Regional Insights Management:

• Use data from the QA process to identify areas where sales representatives need additional training or coaching, and work with the Sales Enablement team, Sales Managers, and Global QA PgM to provide the necessary support

Implement Regional Functional Strategic Initiatives:

• Work with the Sales Enablement team, Sales Managers, and Regional QA PgM to implement regional functional strategic initiatives that align with the company's objectives

Onboard and Coach regional QA Analysts:

• Onboard new QA Analysts and Sales Managers and provide coaching and feedback to help them improve their performance