Job Description:

  • Work with outsourced vendor partners to drive overall quality performance
  • Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels 
  • Track and monitor quality related metrics and initiate plans for corrective actions across all channels
  • Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service
  • Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
  • Collaborate with both internal and external stakeholders to ensure understanding of key quality processes and re-engineer current processes so as to improve overall quality
  • Manage timely quizzes on latest updates, product and process changes for the contact centre 
  • Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions
  • Manage the overall quality performance of outsourced vendor partners Work closely with the regional team to ensure quality strategy alignment

Requirements:

  • 3+ years of experience in QA
  • Strong communication skills in English (verbal and written)
  • Critical thinking and problem-solving skills
  • Self-starter with strong sense of curiosity
  • Good team player with positive attitude and strong sense of integrity and responsibility
  • Exposure to strong customer oriented environment, must be quality service oriented.
  • Strong process orientation, must be logical and able to follow processes and adapt to changes.

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