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Jobs or company...

Quality Assurance Assistant Manager

Salary undisclosed

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About us

Daythree is an award-winning business process outsourcing (BPO) company located in UOA Business Park, Subang Jaya. Our expertise lies in Customer Experience Lifecycle Management and Digital Transformation.

What you will do

As an Assistant Quality Assurance Manager, you will ensure smooth running of the daily operations of the Quality Assurance department which is inclusive but not exhaustive of:

  • Transaction Monitoring for all types of calls and programs
  • Service Delivery / Complaint Management Processing
  • Customer Satisfaction Survey Implementation
  1. To conduct monthly Calibration with Client's Quality Assurance Department and all other transaction monitors to ensure consistency and understanding on Quality Elements and scoring principles.
  2. To present weekly updates on quality standing and areas in need of improvement to Operations via Weekly Strategy within the stipulated timeframe, accurately.
  3. To coach, counsel and monitor the efficiency and effectiveness of all QAS reporting to the department.
  4. To conduct Quality Circles for Quality Improvement and to ensure consistency of the deployment of Quality Elements and measurements across all Daythree Inbound Project.
  5. To develop and participate in mentoring programs for Quality Assurance Specialist, maintain high morals, minimize turnover and promote staff development.
  6. Prepare and present Monthly Quality Scores, Process Level Improvement Plans and Campaigns with internal stakeholders and Client
  7. To conduct monthly mentoring session with Quality Assurance Specialist to ensure all constrains are detected thus ensuring level of motivation and productivity is maintained by conducting coaching and providing proper guidance.
  8. To conduct Induction/training for new recruits on Quality elements and definitions.
  9. To conduct Induction/training for new QAS on Quality elements and definitions as well as conduct on the job training within two weeks of being recruited.
  10. To run Quality Campaigns as and when required
  11. To constantly provide analysis to the Contact Centre Operations Director on any ad hoc Matters when and if needed.
  12. To prepare schedules for Quality Assurance Specialist on a weekly basis
  13. To ensure all tasks are documented and maintain proper working knowledge of all COPC requirements through constant discussion and calibration with Registered Coordinators (COPC).
  14. To collate, analyze and enhance all information related to Service Delivery complaints lodged by clients and end users.
  15. To undertake any administration tasks delegated by the Quality Assurance Manager
  16. To proactively identify areas for service and procedural improvement and make recommendations to the Operations floor.

Who you are

Individuals must have an excellent command of spoken and written English and Bahasa Malaysia. Experience in customer service roles is desirable. Past working experience in a contact/call center with similar position is preferred.

  • Candidate must possess at least a Diploma, or
  • Min 3 years of experience managing Quality Assurance within Contact Center Environment (external hiring), or
  • Managing QA in terms of transaction monitoring, coaching, calibration and provide insight on error rate.
  • Min 1 year experience managing a team of Quality Assurance Specialist
  • Good communication skills in English and Malay both written and verbal.
  • Minimum age requirement is 25 above
  • Proven track record of managing a team of QAs and successfully driving improvements in quality metrics across multiple LOBs
  • Excellent communication and presentation skills, with the ability to present quality findings to clients and internal stakeholders.
  • Strong experience with RCA, identifying the root causes of quality issues and implementing effective solutions.
  • Proficient in analyzing quality data, identifying trends, and using insights to drive improvements.
  • Experience in preparing and presenting WBR, MBR, and QBR reports.
  • Strong problem-solving skills with the ability to act quickly to address quality drops or issues.
  • Familiarity with quality assurance tools and technologies used in a contact center environment.

What we can offer

  • Convenient office location and easily accessible by LRT or KTM Subang Jaya station
  • Medical coverage and health insurance
  • Training and development to upscale your soft and hard skills
  • Permanent role and career development opportunities

If you're looking for a career that's all about making a real impact, Daythree is the place to be. Drop us your CV and Let’s Chat!

#WeAreDaythree #LifeAtDaythree

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