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Assistant Manager, Quality Assurance

Keywords / Skills : Quality Assurance, Quality Analyst, Quality Control, Quality Manager

3 - 8 years
Posted: 2019-03-11

Customer Service/ Call Centre/ BPO
Quality Assurance/ Control
Post Graduate
6000 - 7000 MYR
Posted On
11th Mar 2019
Job Description
Your work would entail:

• To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits.

• Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.

• Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.

• Compile and analyse data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.

• Analyse work flow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity

• Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers

What we are looking for:

• Possess at least Bachelor’s Degree in a similar field

• Excellent communication skill in English and demonstrate a flair for convincing and articulation

• Ability to communicate in Mandarin will be an added advantage

• At least 3 year(s) of working experience in QA Team Leader position is required

• Strong communication skills and a flair for convincing and articulation

• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions

• Effective interpersonal skills with comfort in delivering group presentations

You’ll Receive:

• Rewards and Recognition

• Career advancement opportunities

• FREE lunch by in-house cafeteria

• The satisfaction of helping people and building solutions

About Company

Teledirect provides customised telecommerce services and consulting in Asia.

Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.

We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.
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