QA Lead

7 days ago

George Town, Malaysia Gratitude Inc. Full time

**Role**:QA Lead

**Timings**:Day Shift (Permanent)

**Industry**:Other

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Communication Organizational Management mandarin + english speaker
- **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 bi-lingual proficiency, tri-lingual 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 on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified
- 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

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