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Quality Assurance Supervisor

3 months ago

George Town, Penang, Malaysia Gratitude Inc. Full time

Role:
Team Leader-QA/QC

Timings:
Flexible (Permanent)

Industry:
Internet / Ecommerce

Work Mode:
Work from office

Functional Area:
ITES / BPO / Customer Service

Process:
Voice

Key Skills:
Customer Service Quality assurance Must be fluent in speaking both Mandarin and English

  • Quality Assurance Supervisor
a

Language:
Mandarin and English

b

Specialization:
Customer Service background

c

Target Onboarding Date:

ASAP
d

Salary Range:
5,500 - 7,000

e

Location:
Georgetown, Penang

f

Type:
Full-time

g

Shift:
possible 24/- Requirements.

  • Degree in any discipline
  • 3 years customer service experience with minimum 2 years training experience
  • Minimum 1 year of Quality Analyst experience.
  • Fast learner who requires mínimal supervision.
  • Minimum bilingual proficiency, trilingual and above is preferred.
  • Experience in preparing and presenting written project status reports and executive briefings.
  • Phenomenal communication, presentation, and public speaking skills
  • Organizational and time management abilities
  • Critical thinking, analytical and decision making abilities.
  • People management
  • Responsibilities.
  • Construct searches and reports designed for automated analysis and topic identification in recorded
conversations from a contact centre environment.

  • Make recommendations and define strategies that solve critical business problems, through both
established industry best practices and creative innovations.

  • Own ontime, accurate, quality analysis and reports/visualizations in tight alignment with specified
project objectives.

  • Package, deliver, and at times present key findings and briefings.
  • Conduct random evaluations to identify areas of improvement as necessary.
  • Conduct regular spot checks of the QAs' audits and work on their development accordingly.
  • Identify training needs by working with operations team and QA.
  • Possibly lead business reviews from a Quality perspective