Quality Assurance Manager - Mandarin - Penang (Hospitality)

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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

A. Minimum Education Requirement

• Degree in any discipline

B. Minimum Relevant Work Experience

• 1 year customer service

C. Skills

• 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 & Mandarin is mandatory

• Can work independetly and has a good sense of responsibility

• Commited to learning

• Ownership

D. 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

• Experience in leading QA Supervisors

• Experience in supporting travel / hospitality account