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
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