Associate Manager, Quality Assurance

5 months ago

Kuala Lumpur, Malaysia Klook Full time

Kuala Lumpur
Full Time

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

**What you’ll do**:
Manages and oversees daily operations of the quality assurance team

Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback

Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations

Develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards

Identifies opportunities of improvement for quality assurance workflows, processes and procedures

Prepares regular management and technical reports, and provides suggestions for improvement based on data analysis

Performs competitor analysis and suggests areas of improvement on internal and/or external processes

Oversee facilitation and effectiveness of customer service agent coaching methods and approaches

Integrate customer feedback into the QA process to gain insights into customer perceptions and expectations

Conduct regular training session to ensure QA analysts are meet expectations on quality standards and procedures

Communicate QA goals, expectations and results to Operation teams and management

Collaborate with relevant departments to implement process improvement based on QA findings

Identify and recommend enhancement to customer service procedures and workflows

**What you'll need**:
Preferably Degree qualification and above

4-5 years of working experience in service quality/ call centre or equivalent

Having supervisory experience is an added advantage

Proficient in both Chinese Mandarin and English (both verbal and written)

Able to work shifts (including weekends, public holidays, overnight)

Strong in data analysis, presentations and project management

Strong written and verbal communication skills to communicate clearly and effectively with internal and external stakeholders

Able to work both independently and collaboratively in a team environment

Keen attention to detail in completing tasks accurately and thoroughly

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

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