Senior Quality Assurance - QA HCM (Call Center/BPO - English Fluent - Offer Up To 24M)

• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/processissues, report to leadership team in a timely manner.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Quality Analyses: Produce all quality analysis information required to maintain the performance at level oftarget required (statistical, affinity, Drivers, Attributes, etc.) Maintain strong program knowledge base; basic understanding of client products, services and/or programstrategies.
• Provide training & coaching for delivery team when needed
• Other tasks assigned by line manager.

Key measure:

• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization
• Proactive collaboration with management team
• Ability to adapt to changes
• Effective communication between departments

• Have at least 1 year of experience in QA in BPO, Contact center industry
• Fluent in English
• Experience in managing quality performance targets desired
• Strong determination for KPI achievement
• Having sound judgement, fair and sensible
• Disciplined and highly motivated to motivate and encourage the team for improvement
• Excellent oral, written, and interpersonal communication skills
• Demonstrated problem-solving skills, strategic and analytical capabilities
• Having experience/background in IT, Tech Support, high-tech projects is a big plus.

Workingschedule:RotatingDayshift(6AM-10PM)

• 9hours/day(including1-hourbreak),5days/week(2non-fixeddaysoff)
• Holidayshiftswillberegisteredinadvance
• Anyshiftorschedulechangeswillbenotifiedbythemanager