Quality Supervisor

6 hours ago


George Town, Penang, Malaysia Teleperformance Full time
Qualifications

Preferred Qualifications
• Experience in managing quality in Business Process Outsourcing or Contact Centers 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.) is a plus.

Skills


• Minimum bi-lingual proficiency, tri-lingual and above is preferred.


• Language proficiency in Mandarin and English are mandatory.

E. Preferred Qualifications


• 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 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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