QA & Training Senior Manager

Reporting to the Head of Customer Care Operation, your role is detailed below:

The successful candidate will be joining a well-established team and will be expected to manage and maintain effective customer service for all internal and external Lazada’s customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Care Department.

***Position Responsibilities:

• Business owner of all Transformation Programs for Seller & Buyer Care org, responsible for the full life cycle of program roadmap and strategic priority setting
• Standardize and ensure high-quality service for both BPO and Inhouse team through training and continuous quality assessment
• Work with Regional QA team to align on new process/SOP
• Work with BPO partners to understand roadblock and provide a comprehensive solution
• Work with Inhouse teams to identify the team’s specific requirement skills and provide full soft skill training plan from basic to advance
• Build and deliver training courses according to the requirement of BPO and Inhouse team
• Provide progress reports in respect of training carried out to ensure full compliance with policies, procedures, and best practice
• Facilitate and involve in the new initiative and product launching
• Manage and grow the inhouse QA & Training team