Job Description

Qualifications:

Preferred Qualifications

Experience in managing quality in Business Process Outsourcing or Contact Centers 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.
o Excellent communication skills. o 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.

Skills

Minimum bi-lingual proficiency, tri-lingual and above is preferred.

Language proficiency in Mandarin and English are mandatory

.

E. Preferred Qualifications

Phenomenal communication, presentation and public speaking skills Organizational and time management abilities Critical thinking, analytical and decision making abilities People management

Responsibilities:
Construct searches 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, analyse & audit trainees' performance and call out any unusual trends * Identify training needs by working with operations team and QA