QA Lead - BPO (Up to 24M, Retail & E-Commerce Welcome)

Quality Assurance (30%)

- Lead and mentor a team of QA members. Provides QA oversight and guidance to QA team members to ensure KPI metrics are met and that QA activities are handled in accordance with project standards.

- Oversee all aspects of quality assurance including establishing metrics, applying best practices, and developing new tools and processes.

- Oversees the operation to ensure quality is not compromised by resource constraints, changes in scope, or compressed schedules

- Develop and implement quality assurance strategies and test plans.

- Coordinate with TM/TL to understand product requirements, and participates in problem solving sessions to better overall performance of the team

Compliance Assurance (35%)

- Coordinate activities throughout the company to ensure efficiency and adherence to corporate compliance policies. Regularly complete compliance reports.

- Collaborate with cross-functional teams to cultivate a culture of discipline and compliance.

- Request equipment and related accounts for new hire onboarding. Regularly complete account reports.

- Assist in the process of tool issues, raise bugs related to MS Applications

Instruct and assist the team with the system updating and upgrading

- Update and maintain Compliance policies and procedures.

- Oversee compliance and internal regulations to ensure high standards of discipline and accountability within the team.

- Conduct regular Compliance audits/tests to ensure high standards of discipline and accountability within the team.

- Identify and track Computer/ laptop defects and inconsistencies.

Administrative Support (35%)

- Provide accurate information and statistics to fulfil Business Review reports on a timely basis.

- Analyze data to identify trends, patterns, and insights that inform business decisions.

- Communicate findings, recommendations, and project updates to stakeholders and executives.

- Identify opportunities for process improvements and contribute to ongoing optimization efforts.

- Check attendance of team members on the site.

- Provide reports of attendance, service quality, productivity, availability, and other key metrics on a daily, weekly, and monthly basis.

- Schedule meetings and take detailed minutes. Follow up on important actions and decisions from meetings.

QUALIFICATIONS

- Ability to analyze complex data sets, identify patterns, and derive meaningful insights to support decision-making and problem-solving.

- Proficiency in excel, data analysis tools and techniques.

- Excellent communication and interpersonal skills.

- Ability to work collaboratively with cross-functional teams.

- Experience with business process modeling and documentation tools.

- Excellent verbal and written communication skills to effectively interact with stakeholders, convey technical information clearly, and create comprehensive documentation.

- Understanding business processes, workflows, and industry-specific knowledge to align solutions with organizational goals and strategies.

- Capability to identify issues, evaluate alternatives, and propose innovative solutions to address business challenges.

- Expertise in gathering and documenting detailed business requirements, creating functional specifications, and user stories.

- Skill in managing relationships and expectations among diverse stakeholders, including clients, users, developers, and management.

- Ability to adapt to changing project scope, priorities, and timelines while remaining focused on delivering quality outcomes.

Requirements

- Open to candidates without BPO experience (preferred backgrounds: retail, e-commerce...)

- Proven experience leading a QA team

- Solid understanding of QA principles, tools, and methodologies

- Excellent analytical and problem-solving skills.

- Strong verbal and written communication skills.

- Proficiency in MS Office (MS Excel and MS PowerPoint, in particular).

- Able to take EMEA 15:00-24:00 and 23:00 - 08:00 (UTC+7) shifts

Benefits

- Competitive salary depending on experience

- 90% contribution of the gross salary to social insurance from the company side

- Full salary during the probationary period

- 12 days of annual leave, 8 days of sick leave

- Annual Health Checkup

- Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)