Customer service QA

LESTARS MANAGEMENT CONSULTANCY; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A prominent management consultancy in São Paulo is seeking a Customer Service QA Team Leader to oversee the quality assurance team. The role entails developing QA strategies, reporting on quality metrics, and leading crisis management efforts. Candidates should possess a bachelor's degree and relevant management experience, preferably in the gaming or financial industry, with a strong command of quality management methodologies.

Qualificações

• 2-5 years of customer service quality management experience, including at least 1 year of team management.
• Familiarity with gaming industry regulations like ISO 27001 and GDPR.
• Proficiency in quality management methodologies such as Six Sigma.

Responsabilidades

• Build and lead the QA team, formulate QA plans, and optimize resource allocation.
• Design and iterate the QA scoring system to quantify service quality.
• Report QA results to management and propose improvement plans.
• Lead reviews of major complaints and formulate preventive measures.

Conhecimentos

Quality management methodology

Cross-departmental project management

Leadership and team motivation

Cross-departmental project management

Formação académica

Bachelor degree in law, finance, quality management or related majors

Descrição da oferta de emprego

Position 2: Customer Service QA Team Leader

Job Responsibilities

Team Management:

Build and lead the QA team, formulate QA plans and performance goals, optimize division of labor and resource allocation

Organize team training regularly to improve members' professional skills (such as legal interpretation and communication skills).

Strategy Development:

Design and iterate the QA scoring system, combine user satisfaction (NPS) and compliance indicators to quantify service quality

Promote the introduction and implementation of automated QA tools (such as AI semantic analysis) to improve efficiency

High-level reporting:

Report the QA results to management and propose systematic improvement plans (such as optimizing customer service scripts and strengthening high-risk scenario training).

Crisis Management:

Lead the review of major complaints or compliance incidents, formulate preventive measures and supervise their implementation

Job Requirements

Education Background: Bachelor degree or above, law, finance, quality management or related majors are preferred

Experience Requirements: 2-5 years of customer service quality management experience, including at least 1 year of team management experience; gaming/financial industry background is a plus

Core competencies:

Proficient in quality management methodology (such as Six Sigma, PDCA cycle)

Familiar with the regulatory framework of the gaming industry (such as ISO 27001 information security standard, GDPR data protection regulations).

Experience in cross-departmental project management, able to coordinate multiple resources to promote change

Leadership: strategic thinking, decisive decision-making, good at motivating teams and cultivating reserve talents