Assistant QA Manager - Video Hosting Service (Penang)

Syarikat : Teleperformance

Jenis Pekerjaan : Sepenuh Masa

Petaling Jaya, Selangor

Bilangan Pemohon

000+

Mohon Sekarang

Penerangan Pekerjaan - Assistant QA Manager - Video Hosting Service (Penang)

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

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Mohon Sekarang