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Quality Management-customer Care

4 weeks ago

Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- 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

**Job Requirements**
- 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