Job Responsibilities:
Conduct quality audits of Customer Support agents by updating the activity in QA tools to ensure compliance with quality standards and regulations.
Execute regular feedback sessions with Customer Support agents based on audit results to highlight areas of improvement and strengths, fostering continuous development and enhanced performance.
Conduct a thorough root cause analysis to determine the underlying factors contributing to the performance deficiencies to enable the development and implementation of effective improvement plans.
Maintain periodic record (weekly/monthly) of agents scorecard on a regular basis to have a performance trend reviewed for driving improvement action plans for outliers.
Execute quality and process improvement initiatives as outlined towards Customer Support team to ensure quality standards meeting the objective and regulatory compliance.
Collaborate with Team Leaders and other stakeholders in process improvement activities to drive internal business process efficiency.
Facilitate quality calibration with evaluators to ensure alignment with standard definitions and consistency in quality assessments, maintaining high accuracy and fairness in evaluations.
Design engaging and interactive training materials, including presentations, handouts, and activities for Customer Support team during onboarding and refresher classroom.
Manage Work Process Manual (WPM) documents and Knowledge Base articles to ensure latest information is updated for reference by updating in CRM and/or WPM documents accordingly.
Conduct onboarding training for new hires according to learning modules and roadmap, ensuring knowledge competencies are assessed throughout the process.
Qualifications:
Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in Business Management / TESL or equivalent.
At least 3 years of experience in customer support related to the financial service / e-commerce / mobility industry with 2 years or more experience in quality assurance or learning & development.
2-4 years management experience required either as a manager, team leader, or indirectly leading outsource delivery center QA teams.
Strong analytical skills with good reporting skills and interpretation capabilities.
Advanced proficiency in Excel, Word, PowerPoint, and familiarity with Google applications (sheets, slides, notes, forms etc).
Ability to influence agents on strong customer service ethics and persuasive skills.
Customer-centric mindset and passion for customer satisfaction.
In-depth knowledge of quality control tools and best industry practices.
Strong collaboration skills to foster teamwork and drive alignment across various departments.
Well-versed with Zendesk or any other CRM tool to manage knowledge base.
Experienced in COPC and KAIZEN / Lean Six Sigma practices for driving process improvement and initiatives.
Application Questions:
How many years' experience do you have as a Quality Assurance Executive?
Do you have customer service experience?
How many years' experience do you have as a Quality Assurance Team Leader?#J-18808-Ljbffr