Quality Assurance Manager

4 weeks ago

Penang, Malaysia 呐 Full time

Preferred Qualifications

Minimum Education Requirement:

  1. Degree in any discipline

Minimum Relevant Work Experience:

  1. 1 year customer service in BPO

Minimum Skills to Hire:

  1. Experience within customer services, experience in moderation will be preferred
  2. Excellent leadership and communication skills
  3. Ability to deal with demanding customers and escalations
  4. Fast learner and able to cope in a fast-paced environment
  5. Language proficiency in Japanese and English are mandatory
  6. Can work independently and has a good sense of responsibility
  7. Committed to learning
  8. Ownership

Responsibilities

  1. Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
  2. 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors, etc.)
  3. Proven track record of collaborating with cross-functional groups to produce results
  4. Demonstrated ability to perform well in a rapidly changing and extremely global team
  5. Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is a plus
  6. Excellent communication skills
  7. Strong critical thinking and exceptional problem-solving skills
  8. Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level
  9. Passion for our mission of ensuring a world-class support experience for our community
  10. Quality certification (e.g. Lean Six Sigma, TQM, etc.) is a plus
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