Assistant Manager, Quality Assurance (Call Centre)

About the Role

The Quality Assurance Assistant Manager for Customer Happiness will play a critical role in enhancing customer engagement and complaint handling through the design, development, and implementation of quality assurance programs. This position is responsible for ensuring high service quality standards across multi-channel, multi-site customer touchpoints and overseeing the continuous improvement of customer experience.

Responsibilities:

• Design and develop training materials from Quality Check analysis for Customer Engagement/ Complaints Handling improvements.
• Create and develop an audit system for monitoring Customer Happiness.
• Identify the training needs and staff requirements regarding the service quality level standards and reporting to the related departments.
• Monitor and evaluate the customer experience status on the agreed customer service levels and standards.
• Assess, calibrate, and determine staff training needs and requirements concerning service quality standards and report findings to relevant teams.
• Provide reports and analysis to the customer experience team to support training and quality-related feedback.
• Coordinate learning plans and arrange customized QA service training for new hires and refreshers.
• Creating and developing audit system monitoring for Customer Happiness.
• Collaborate with the Process Improvement PIC of the ISO process and ISO certification 10002: 2018 Complaints management as needed.
• Collaborate with other departments (where necessary) to ensure alignment and support for quality assurance initiatives.
• Ensure timely update of the Customer Happiness Risk Register and BCP Register promptly.
• Perform other duties as assigned to support the overall objectives of the Customer Happiness team.
• Collaborate with the internal/ external PIC on the compliance domains for Process Improvement.
• Fulfill full-time, on-site work requirements and be open to relocation.
• Assist in overseeing audit, certification, and compliance activities (where applicable) within the Customer Happiness function.
• Any other duties as assigned.

Additional Skills:

• Communication Skills: Excellent verbal and written communication skills to effectively convey training materials and quality standards.
• Technical Proficiency: Proficient in using training software and tools,, presentation software, and video editing tools.
• Analytical Skills: Strong analytical skills to identify quality assurance-related areas of improvement.
• Adaptability: Ability to adapt to changes in processes and system enhancements based on employee needs.
• Problem-Solving: Strong problem-solving skills to address quality issues proactively.
• Interpersonal Skills: Excellent interpersonal skills to build rapport with employees and foster a positive learning environment.
• Continuous Improvement: Commitment to continuous improvement and staying updated with the latest training and quality management trends and best practices.

Desired Skills & Experience :

• Holder of a Diploma or Bachelor's Degree.
• Previous customer service experience is preferred.
• Experience in training is an added advantage.
• Demonstrates strong organizational skills, attention to detail, and multitasking abilities.
• Capable of working independently with minimal supervision, exhibiting strong time management skills.
• ISO 9001:2018 certification and audit experience in a contact center environment is optional but highly desirable.

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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