Assistant QA Manager

3 weeks ago

Mastic, United States Teleperformance USA Full time

Overview:

Job Summary

Qualifications:

Requirements:

  • Proficient in Malay & English
  • 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 required a plus
  • Excellent communication skills
  • Strong critical thinking and exceptional problem-solving skills
  • Proven track record of breaking down complex process 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.) a plus
  • Experience in leading QA Supervisors.
  • Experience in supporting social media accounts and/or account creation.
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, analyse & audit trainees performance and call out any unusual trends
  • Identify training needs by working with operations team and QA

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