Senior Executive/Assistant Manager, Quality Assurance - Start Immediately

Job Summary

To maintain an effective Quality Assurance process and standard by performing quality monitoring for customer service (Inbound/Email/Live Chat/Facebook) and identify area of improvement to meet the quality standards within customer service with an objective of improving overall customer experience through providing feedback on processes and Customer Service Associates behaviour.

Key Responsibilities

• Responsible to preform Quality Assurance checks on Customer Service Associate’s calls and Support’s emails to ensure effectively meeting Quality Assurance guidelines and deliver high quality standards to serve the existing & potential customers and agents with the objective of achieving highest level of customer satisfaction.
• Provides actionable data and feedback to Customer Service Associates/Team Leads and managers.
• Accompany evaluations with meaningful and constructive feedback identify potential corrective or prevention actions to improve quality assurance.
• Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans and collaborate with operations team.
• Assure ongoing compliance with quality requirements.
• Conduct coaching and calibration sessions to maintain consistency in internal evaluations.
• Perform coaching to Customer Service Associates from evaluations to improve quality.
• Produce statistical reports and insights on quality performance as well as manages, checks and maintains proper reporting of all QA documents, reports, records and any other related documents.
• Ensure quality framework and Local Operating Procedure are up to date and reviewed periodically.
• Drive continuous improvements to improve quality and proactively research and understand customer expectations and needs to drive their satisfaction.
• Identify training needs, develop individualized and group training plans to address, varying needs and organize training interventions to meet quality standards.
• To conduct training for new Customer Service Associate hires.
• Undertake other duties related to department’s functions, as requested by the Head of Unit and management from time to time.

Key Requirements

• Minimum 4 years work experience as a Quality Assurance Specialist or similar role.
• Good verbal and written communication skills.
• Strong attention to details and problem solving skills.
• Good computer skills.
• Able to conduct training and development.