Overview

Job Summary

Qualifications

Requirements:

• Proficient in Malay & English
• 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 social media accounts and/or account creation.

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