Role Purpose
The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across the SMB Programs for internal stakeholders as well as external vendors in APAC.
Ideal candidates will need to be proficient in both Customer Service and Sales environments as well as have a good understanding of the APAC market nuances in the specific market he/she is supporting. Success in this position requires strong critical thinking and problem-solving skills and the ability to thrive in a dynamic and changing environment.
Responsibilities:
- Perform audits on recorded client interactions and provide evaluation feedback through QMS
- Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements
- Ensure accurate maintenance of sample calls/chats library
- Provide a bi-weekly QA dashboard highlighting QA audit completion and QA trends to all stakeholders.
Requirement
- Degree preferred or equivalent practical experience;
- Minimum of 2 years of Quality auditing experience in a call centre environment
- Has a clear understanding of the Call Center’s quality framework and methodology.
- Excellent interpersonal and communication skills.
- Bilingual - Fluent in English and one other APAC language (Mandarin and Bahasa Indonesia)
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
- Ability to work in a fast-paced environment.
- Strong attention to detail.
- Coaching experience is a plus
- Knowledge of digital advertising is a plus
- Experience in performing Root Cause Analysis/drill-down is a plus
