Quality Assurance Manager

6 hours ago

George Town, Malaysia Teleperformance Full time

Qualifications:
A. Minimum Education Requirement
- Degree in any discipline

B. Minimum Relevant Work Experience
- 1 year customer service

C. Skills
- Experience within customer services, experience in moderation will be preferred
- Excellent leadership and communication skills
- Ability to deal with demanding customers and escalations
- Fast learner and able to cope in a fast-paced environment
- **Language proficiency in English & Mandarin is mandatory**:

- Can work independetly and has a good sense of responsibility
- Commited to learning
- Ownership

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

- **Experience in supporting travel / hospitality account**

**Responsibilities**:

- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center 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 project objectives
- Package, deliver, and at times present key findings and briefings
- Conduct evaluations to identify areas of improvement
- Monitor, analyse & audit trainees’ performance and call out any unusual trends
- Identify training needs by working with operations team and QA

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