Analyst, Quality Excellence (Escalation Management)

Represent the company at Small Claims Tribunal hearings for customer disputes. Deliver the company's position in-session based on case materials and briefings prepared ahead of each hearing; where a question falls outside what's been prepared, follow up rather than improvise an answer on the spot.Shadow senior team members on live hearings before handling cases independently. Progress through a structured capability path over time: hearing representation → case investigation → defense document preparation → full case ownership.Maintain composure and professionalism under questioning from tribunal officers and other parties. Document outcomes and flag recurring dispute patterns back to the team.

Job Requirements

Must-have:Diploma or equivalentFluent English, spoken and writtenComfortable speaking in a formal setting; no prior legal or tribunal experience requiredStrong verbal communicator, able to think on your feet and handle objections confidently in a live settingReliable, punctual, able to travel locally to hearings on short noticeGood-to-have:Prior customer service, dispute resolution, or front-facing experienceBasic understanding of e-commerce or consumer complaintsInterest in growing into investigation and case management workConversational Mandarin Chinese, spoken and written