Quality Assurance Team Head

1. Manage Quality Assurance team: • Managing Team head counts to meet requirements: daily operational activities and targets, resource planning/monitor.. • Manage Team performance: quality, productivity, shift rotation… • Quality Assurance call’s scope and process • Review and update Script as/when needed • Set the sampling method with specific criteria such as: total sample size, complaint ratio for those team in scope of QA call • Designing and managing call evaluation process end to end. • Coordinating with relevant department to implement quality projects to improve business processes and services; • Review and update related Manual frequently 2. Training/Recruitment responsibilities: • Right people right skill sets • Provide Technical (workflow, professional) and soft skills training for team members 3. Reporting & Others • Provide Call evaluation report as per agreed schedules • Prepare Recon outstanding reports as per agreed schedules • Other periodic and ad-hoc quality and productivity reports • Other operational reports • Responsible for handling and managing related initiatives/programs appointed by Line Managers • Define, assess, monitor and follow-up all Operational Risks and Control • Organize meeting with relevant teams/departments to feedback & discuss about improvement solutions • Other assigned tasks by Head of Customer Service Center/Division Head

1. Qualification • Education Background: University graduate (preferably in Economics, Finance, Banking or Business Administration) 2. Work Experience • At least 1 years of experience of Quality Control in Call Center or play as QA Associate • Preferable experience in Project Management 3. Knowledge • Understanding about SVFC's products • Proven experience in managing a QA or Call Center • Analytic mind with Quality Assurance methodology’s knowledge (6-Sigma, TQM, …) • Manual/procedures/process building up • Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team 4. Skills • Analysis skill and good at numbers • Deep understanding about Quality Assurance methodology • Evaluation guideline/ Procedures/process,... building up • Carefulness, perseverance, motivation and self motivation • Attention to detail and quality orientation • Relationship building & Teamwork • Agility and adaptability • Conflict management