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.

Team Lead (Mandarin Bilingual)

Key Responsibilities:

Supervise and support a team of IT support agents (Tier 1 or 2), ensuring SLA compliance and team productivity

Act as POC bridge between Mandarin-speaking clients and internal teams

Handle escalations, resolve conflicts, and provide coaching and performance feedback

Collaborate with Workforce and QA to monitor and improve agent performance

Prepare and present reports on KPIs, CSAT, FCR and team metrics

Requirements:

Fluency in Mandarin and English (written & verbal)

2+ years of experience in an IT BPO environment, with 1+ year of leadership/supervisory role

Strong knowledge of technical support processes, SLAs and KPIs

Experience with Ticketing systems (e.g. Zendesk, ServiceNow)

Quality Assurance (Mandarin Bilingual)

Key Responsibilities:

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)

Key Responsibilities:

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