- 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 audits completion and QA trends to all stakeholders.
- Degree preferred or equivalent practical experience;
- Minimum of 2 years Quality auditing experience in a call center environment
- Has a clear understanding of Call Center’s quality framework and methodology.
- Excellent interpersonal and communication skills.
- Bilingual - Fluent in English and one other APAC language. (speaking and writing)
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
- Ability to work in a fast pace environment.
- Strong attention to detail.
- Coaching experience is a plus
- Knowledge of digital advertising is a plus
- Experience in performing Root Cause Analysis/drilldown is a plus
- Quality Assurance, QMS, Call Center
EA License No: 11C4879 / Registration ID : R1218583
Apar Technologies Pte Ltd, Singapore
