Quality Assurance Supervisor

a. Language: Mandarin and English

b. Specialization: Customer Service background

c. Target Onboarding Date: ASAP

d. Location: Georgetown, Penang

e. Type: Full-time

f. 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