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
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