Business owner of BPO agent quality across 6 ventures
Take lead in improving BPO QA efficiency through standardizing frameworks and automation tools
Take lead in identifying blockers, pain points that impact to customer satisfaction
Drive the insight sharing regarding top painpoints, service level, and agent opportunity
Collaborate with Internal stakeholders to remove roadblock that impact to agent quality
Collaborate with BPO TQA across ventures to aligning action plan and monitoring the progression
Lead, manage, and grow the Quality Management team
Other tasks related to Quality Management as assigned by the Head of Training, Quality, and Escalation.
3+ years of experience in operation and performance management
3+ years of management positions
Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
Excellent interpersonal and communication skills
Solid, detail-oriented documentation skills
Strong data analysis skills
Professional presentation skill
Proficiency in both written and spoken English.