Quality Management-Customer Care

Lazada; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Quality Assurance Specialist to drive the performance of BPO agents. In this role, you will enhance agent performance through targeted quality initiatives, design analytical frameworks, and collaborate closely with BPO QA teams. Your expertise in analytical skills and effective communication will be vital in identifying performance gaps and implementing continuous improvement initiatives. If you are passionate about quality assurance and have a knack for data analysis, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• 2-3 years of experience in the relevant industry required.
• Strong analytical and communication skills are essential.

Responsibilities

• Enhance BPO agent performance through targeted quality initiatives.
• Develop strategies for monitoring low-performing agents.

Skills

Analytical Skills

Listening Skills

Effective Communication

Interpersonal Skills

Problem-Solving Skills

Decision-Making Skills

Customer Service Competency

Team Collaboration

Education

Bachelor's Degree in a related field

Tools

Databases

Microsoft Office

Job description

Responsibilities:

1. Driving the Quality of BPO Agents: Enhance agent performance through targeted quality initiatives.
2. Designing Analytical Frameworks: Identify performance gaps through data analysis.
3. Collaborating with BPO QA: Work closely to address and close performance gaps among agents.
4. Creating Monitoring Frameworks: Develop strategies for monitoring low-performing agents.
5. Conducting Side-by-Side Monitoring: Engage in random live call and chat listening for real-time performance assessment.
6. Leading QA Calibration Exercises: Facilitate calibration sessions to align quality assessment criteria.
7. Maintaining the Knowledge Base: Ensure all resources are current and accessible for team members.
8. Responding to Requests from Quality Manager: Provide timely support and information as needed.
9. Implementing Continuous Improvement Initiatives

Job Requirements:

1. Intermediate English Proficiency or Above
2. Bachelor’s Degree in a related field
3. 2-3 Years of Experience in the relevant industry
4. Strong Analytical and Listening Skills
5. Effective Communication and Interpersonal Skills
6. Proficiency with Databases and Microsoft Office
7. Knowledge of QA Terms, Tools, and Methodologies
8. Analytical, Problem-Solving, and Decision-Making Skills
9. Customer Service Competency
10. Ability to Work Collaboratively in a Team Environment
11. Experience leading BPOs and giving direction