Qualifications
Minimum Skills to Hire:
* Analytical/critical thinking skills
* English & Mandarin language proficiency
* Presentation skills
* Account Management background
Responsibilities
• Ensuring the transactions by the associates are as per client guidelines
• Conduct root cause and other data analysis.
• Participate as project team member in problem prevention and continuous improvement projects.
• Identify improvement opportunities within the eCommerce environment.
• Act as liaison with Ops managers and Team Leads to ensure consistent quality measurements throughout the operation.
• Conduct QA evaluations per client requirements and provides QA progress reports to Team Leads.
• Act as escalation point of contact for process questions, issues, and resolution.
• Act as Subject Matter Expert (SME) for QA evaluations.
• Monitor, analyse agent performance and call out any unusual trends, identify training needs by working with operations team and QA.
• Coach the team on defect & design effective action plan if required.
#J-18808-Ljbffr