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Assistant Quality Assurance Manager

Salary undisclosed

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Overview:
If you are possess with attention to details and has the ability to deep dive into collected data from Quality monitoring and reporting feedback, We have something for you!
Qualifications:
Main Requirements:
  • Bachelor’s degree or equivalent diploma in any discipline
  • Candidate must be able to work on rotational shift.
  • Minimum 1 years’ experience as QA in call center
  • Must be proficiency in English in terms of written, reading and speaking
  • Able to start work immediately is preferred.
  • Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
  • 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
  • Proven track record of collaborating with cross-functional groups to produce results
  • Demonstrated ability to perform well in a rapidly changing and extremely global team
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
  • Excellent communication skills
  • Strong critical thinking and exceptional problem-solving skills
  • Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
  • Passion for our mission of ensuring a world class support experience for our community
  • Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
  • Experience in leading QA Supervisors.
  • Experience in supporting sales accounts and/service sector
Responsibilities:
Key Responsibilities:
  • Conduct root cause and other data analysis
  • Conduct QA evaluations per client requirements and provides QA progress reports to team lead
  • Act as escalation point of contact for process questions, issues and resolution
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Participate as project team member in problem prevention and continuous improvement projects