Quality Assurance Manager

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• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center 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 evaluations to identify areas of improvement
• Monitor, analyse & audit trainees’ performance and call out any unusual trends
• Identify training needs by working with operations team and QA

Minimum Education Requirement :
• Degree in any discipline

Minimum Relevant Work Experience :

• 1 year customer service

Minimum Skills to Hire :
• Experience within customer services, experience in moderation will be preferred
• Excellent leadership and communication skills
• Ability to deal with demanding customers and escalations
• Fast learner and able to cope in a fast-paced environment.

• Language proficiency in English is mandatory, Japanese will be added advantage.
• Can work independetly and has a good sense of responsibility
• Commited to learning
• Ownership

Preferred Qualifications :
• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus