Quality Assurance Supervisor

Gratitude Inc

1364 Views

16 hours ago

1-3 Year(s)

RM 5 - RM 7 Thousand p.m

Pulau Pinang (Georgetown)

Job Description

Key Skills

Quality assurance mandarin + english speaker

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Quality Assurance Supervisor

a. Language: Mandarin and English

b. Specialization: Customer Service background

c. Target Onboarding Date: ASAP

d. Salary Range: 5,500 - 7,000

e. Location: Georgetown, Penang

f. Type: Full-time

g. Shift: possible 24/7

Requirements .

• Degree in any discipline

• 3 years customer service experience with minimum 2 years training experience

• Minimum 1 year of Quality Analyst experience.

• Fast learner who requires minimal supervision.

• Minimum bi-lingual proficiency, tri-lingual and above is preferred.

• Experience in preparing and presenting written project status reports and executive briefings.

• Phenomenal communication, presentation, and public speaking skills

• Organizational and time management abilities

• Critical thinking, analytical and decision making abilities.

• People management

Responsibilities.

• Construct searches and reports designed for automated analysis and topic identification in recorded

conversations from a contact centre 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 random evaluations to identify areas of improvement as necessary.

• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.

• Identify training needs by working with operations team and QA.

• Possibly lead business reviews from a Quality perspective

Role

Quality Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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