Quality Management - Customer Care

Responsibilities:

• Business owner of BPO agent quality across 6 ventures
• Take lead in improving BPO QA efficiency through standardizing frameworks and automation tools
• Take lead in identifying blockers, pain points that impact to customer satisfaction
• Drive the insight sharing regarding top painpoints, service level, and agent opportunity
• Collaborate with Internal stakeholders to remove roadblock that impact to agent quality
• Collaborate with BPO TQA across ventures to aligning action plan and monitoring the progression
• Lead, manage, and grow the Quality Management team
• Other tasks related to Quality Management as assigned by the Head of Training, Quality, and Escalation

Requirements:

• 3+ years of experience in operation and performance management
• 3+ years of management positions
• Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
• Excellent interpersonal and communication skills
• Solid, detail-oriented documentation skills
• Strong data analysis skills
• Professional presentation skill
• Proficiency in both written and spoken English