Quality Assurance (Call Center) - English Fluent - Offer From 16M

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.

• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.

• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.

• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.

• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.

• Be responsible for physical compliance audits and maintain zero compliance issues in the team.

• Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)

Key measure:

• Successful implementation of process improvements

• A common quality language regarding processes and improvements used in the organization

• Knowledge of key principles of quality management distributed in the organization

• Have at least 1 year of experience in QA in BPO, Contact center industry

• Fluent in English.

• Experience in managing quality performance targets desired.

• Strong determination for KPI achievement.

• Disciplined and highly motivated to motivate and encourage the team for improvement.

• Excellent oral, written, and interpersonal communication skill.

• Demonstrated problem-solving skills, strategic and analytical capabilities.

• Having experience/background in IT, Tech Support, high-tech projects is a big plus.