Quality Assurance Supervisor

2 hours ago

Bangkok, Bangkok, Thailand TP Full time

Managing a team of QAs in the LOB/Program.

Share feedback with the agents on all people related defects (Quality Audits) / Failed audits, along with the QAs, whenever needed.

(Triad Session)Review The Reviewer activity to enssure less or no variance in the audits done by the team.

Governing Dispute Managemnet Process.

Managing internal & external stakeholder expectations.

Training and Refreshers coordination with the training team for new/existing QAs.

Support and mentor new QAs & managing their monthly scorecard.

Help operations on key metrics performance (Sharing insights & suggest action plan).

Conduct weekly quiz and spot checks on new updates & common defects (Identified Audit defects).

Sharing weekly/monthky performance dashboard.

Working on weekly/monthky and quarterly review decks & present them to the clients with the supervisor.

Conducting quality sessions with new hires.

Requirements Minimum of 2 year of experience as a Quality Analyst Supervisor.

Mandatory language proficiency in Thai and English.

Experience in preparing and presenting written project status reports and executive briefings.

Exceptional communication, presentation, and public speaking skills.

Strong organizational and time management abilities.

Key Responsibilities: Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.

Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.

Ensuring timely completion of all client deliverables.

Prepare reports, analysis, trend & run project when required to improve quality performance.

Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.

Package, deliver, and at times present key findings and briefings.

Conduct random evaluations to identify areas of improvement as necessary.

Conduct regular spot checks of the QAs audits and work on their development accordingly.

Identify training needs by working with operations team and QA.

Job skills required: English, Public Speaking, Assurance

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