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SENIOR QUALITY ASSURANCE MANAGER [SY1216-02]

Job title: SENIOR QUALITY ASSURANCE MANAGER [SY1216-02]
Contract type: Permanent
Location: Kuala Lumpur
Specialisation:
Salary: RM17,000 - RM18,000
Start date: 28-09-2021
Reference: PR/146086
Contact details: Syamil Ramli
Contact email: syamil.ramli@jac-recruitment.com
Job published: September 02, 2021 17:52
JOB RESPONSIBILITIES
  • Responsible for the overall performance of quality monitoring and managing performance of all team KPI's. Providing training, coaching and expert advice to direct reports to meet all targets set for them and work towards exceeding targets.
  • Manage and lead a team of junior and senior TQAs and drive initiatives that improve team capability
  • Responsible for establishing a corporate quality assurance system that promotes customer satisfaction and influences financial performance.
  • Prepare, implement and maintain a Quality Reporting Framework that provides insights into internal quality and customer service levels, providing recommendations for improvement.
  • Review, analyze and improve the effectiveness of the Quality Assurance Framework and develop plans to improve existing quality standards and customer service standards throughout customer life cycle.
  • Implement Quality Calibration processes with variance reports.
  • Coordinate the team responsible for providing coaching feedback to all support team members to drive a culture of excellent service.
  • Give training to team members about the quality guidelines, expectations, and measurements.
  • Use all available reports to compile and track performance at department, team and team member level. Prepare analysis, trends and exception reporting.
  • Coordinate and work closely with Trainers, Knowledge Managers, Team Leaders, Support and Sales Teams to improve the quality of the company's services/products and achieve team KPI targets. - Review suggestions, requirements, feedback, compliments and complaints from team members and clients;
  • Review and make recommendations on Training programs to ensure effectiveness in addressing quality gaps. 
  • To ensure quality standards are consistent across Trainers, Knowledge Managers, Team Leaders and Support Team by implementing monthly Calibration Sessions.
  • Tracking and reporting on Customer Feedback (CSAT, DSAT, NPS, Voice of Customer Analysis) - Root cause analysis, deep dive analysis to develop action plans.
  • Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.
  • To prepare and ensure chat/email/call monitoring formats and quality standards are relevant and meaningful to daily operations.
JOB REQUIREMENTS
  • Associate's Degree required, Bachelor Degree Preferred.
  • Minimum 2 years of working experience in a Quality Assurance leadership role.
  • Knowledge of QA tools, concepts and methodologies in a contact centre environment.
  • Proven experience in designing and executing successful Quality Assurance Frameworks and effective team management.
  • Familiar with traditional and modern training methods (mentoring, coaching, on the job, or in classroom training, e-learning, workshop, simulations and etc).
  • Experience in Forex industry will be an added advantage.
  • Has advanced skills using MS Office application (Word, PowerPoint and Excel).
  • Excellent interpersonal and communication skills and ability to listen, communicate with and influence stakeholder and employees at all levels.
  • Good negotiation & persuasive skills to build strong relationships & credibility with stakeholders.
  • Strong planning, organizing and time management abilities and process-oriented work style.
  • Demonstration of good problem-solving skills when making decisions.
  • Attention to detail and advanced analytical and reporting skills.
  • High adaptability to change.
  • Ability to identify potential and to develop strategic thinking.
  • Coaching, training and feedback skills.
  • COPC / Six sigma certifiation would be an added advantage.