Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
Analyze performance, find out the cause of performance issues, service quality, customer satisfaction, and make improvements in line with company goals;
Ensure that the evaluation of the quality of switchboard staff is fully implemented, in accordance with quality management standards;
Continually improve departmental performance, develop tools, and use data to achieve optimization in operational processes;
Provide reports on operational efficiency and customer service quality of call center staff to the operation team and operation center management;
Provide operator's manager info about necessary training to improve their skills;
Collaborate with other functions to develop the activities needed to improve performance
Responsible for building QA/QC Standard Operating Procedures (SOPs);
Prepeare a regular tests for OC's staff
Yêu Cầu Công Việc
Minimum of 3+ years experience in the same position (QA Manager or Centralized Quality Management) in a banking/ finance contact center;
Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions;
Extensive knowledge of Customer Care Expectations & Quality Guidelines;
Strong Business improvement and Data collection strategies;
Must have excellent written and verbal communication skills. Able to communicate complex data verbally and visually.
Proficient in coaching and counseling direct reports ;
Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools;
Strong attention to detail, and superior organization skills, and ability to multitask in a dynamic, fast-paced environment;
Dedication to providing exceptional customer service
Ability to work in an English - speaking environment.
