Quality Assurance Manager - Mandarin - Penang (Hospitality)

Teleperformance; Dunoon; On-site; GBP 25,000 - 45,000; Full time

Job description

Qualifications

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 independently and has a good sense of responsibility

• Committed 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 a plus

• Excellent communication skills

• Strong critical thinking and exceptional problem-solving skills

• Proven track record of breaking down complex processes 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.) is a plus

• Experience in leading QA Supervisors

• Experience in supporting travel/hospitality accounts

Responsibilities

• 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, analyze & audit trainees’ performance and call out any unusual trends
• Identify training needs by working with operations team and QA