Quality Analyst Team Lead - Penang (Shared)

Overview

Job SummaryThe Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.

Qualifications

Preferred Requirement

• 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.) is a plus

Responsibilities

Key Responsibilities:

• Construct research 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, analyze & audit trainees’ performance and call out any unusual trends.
• Identify training needs by working with operations team and QA.