Quality Assurance Manager (Kuala Lumpur, Malaysia)

Quality Assurance Manager (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.

They are looking to hire a Quality Assurance Manager responsible for monitoring performance against agreed targets and establish a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching.

Responsibilities

– Responsible for the overall performance of quality monitoring and managing performance of all team KPI’s. Providing training, coaching and expert advice to direct reports to meet all targets set for them and work towards exceeding targets.

– Manage and lead a team of junior and senior TQAs and drive initiatives that improve team capability

– Responsible for establishing a corporate quality assurance system that promotes customer satisfaction and influences financial performance.

– Prepare, implement and maintain a Quality Reporting Framework that provides insights into internal quality and customer service levels, providing recommendations for improvement.

– Review, analyze and improve the effectiveness of the Quality Assurance Framework and develop plans to improve existing quality standards and customer service standards throughout customer life cycle.

– Implement Quality Calibration processes with variance reports.

– Coordinate the team responsible for providing coaching feedback to all support team members to drive a culture of excellent service.

– Give training to team members about the quality guidelines, expectations, and measurements.

– Use all available reports to compile and track performance at department, team and team member level. Prepare analysis, trends and exception reporting.

– Coordinate and work closely with Trainers, Knowledge Managers, Team Leaders, Support and Sales Teams to improve the quality of the company’s services/products and achieve team KPI targets. – Review suggestions, requirements, feedback, compliments and complaints from team members and clients;

– Review and make recommendations on Training programs to ensure effectiveness in addressing quality gaps.

– To ensure quality standards are consistent across Trainers, Knowledge Managers, Team Leaders and Support Team by implementing monthly Calibration Sessions.

– Tracking and reporting on Customer Feedback (CSAT, DSAT, NPS, Voice of Customer Analysis) – Root cause analysis, deep dive analysis to develop action plans.

– Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.

– To prepare and ensure chat/email/call monitoring formats and quality standards are relevant and meaningful to daily operations.

– Collate call/email/ front desk monitoring results, analyze and recommend opportunities for continuous improvement on a monthly basis.

– Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call/email/chat. – Work with QA and Trainers to ensure that appropriate call management processes are followed (planning, preparation, execution, closing).

– New hire readiness and track new hire performance in order to provide required support to pass the probation period. (New hire certification)

– Work under pressure during times of high volume and ensure there are no backlogs.

– Champion continuous process improvement efforts

– initiate and implement quality improvement activities as appropriate to raise performance level.

– Assist Support & Sales managers in addressing gaps, in terms of hard-skills and soft-skills, covering sales, customer service and customer experience deliverables.

– Be ready to take on a training role as and when required.

Qualifications

– Associate’s Degree required, Bachelor Degree Preferred.

– Minimum 2 years of working experience in a Quality Assurance leadership role.

– Knowledge of QA tools, concepts and methodologies in a contact centre environment.

– Proven experience in designing and executing successful Quality Assurance Frameworks and effective team management.

– Familiar with traditional and modern training methods (mentoring, coaching, on the job, or in classroom training, e-learning, workshop, simulations and etc).

– Has advanced skills using MS Office application (Word, PowerPoint and Excel).

– Excellent interpersonal and communication skills and ability to listen, communicate with and influence stakeholders and employees at all levels.

– Good negotiation & persuasive skills to build strong relationships & credibility with stakeholders.

– Strong planning, organizing and time management abilities and process-oriented work style.

– Demonstration of good problem-solving skills when making decisions.

– Attention to detail and advanced analytical and reporting skills.

– High adaptability to change.

– Ability to identify potential and to develop strategic thinking.

– Coaching, training and feedback skills.

– COPC / Six sigma certification would be an added advantage