RESPONSIBILITIES

• Managing team size of 5 – 7 headcounts Quality Assurance.
• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standard.
• Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance.
• Training CSRs on soft skills, call handling, ticket handling, and communication skill.
• Providing reports and analysis on quality progress to HOCS.
• Ensuring contact reason categories are tagged correctly.
• Generating processes and guidelines for CSRs to adhere.
• Analyzing the root cause of the issue and being able to design the action plan.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM.

REQUIREMENTS

1. Experiences/ Knowledge:

• Have 1+ year experienced at QA Team Lead position OR 1+ year experience as CS Team Lead and 2+ year as QA position.
• Have strong personality and leadership skill.
• Experience in managing to performance targets desired.
• Have knowledge of tools, methods, and concepts of quality assurance.
• Demonstrate problem-solving skills, strategic and analytical capabilities.
• College Degree.
• Good at MS skill.
• Good at English both written and spoken.

2. Nice to have:

• Experience in Tourism/Hospitality/Aviation.
• Experience in BPO.

BENEFITS

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse careers opportunities with various industry and products.
• Company trip, big annual year-end party every year, team building, etc.