• Develop and define QA strategy, execution framework and learning curriculum.
• Manage all QA related projects ensuring timely launches, train the regional teams to use it, and make sure it is fully utilized by operational teams.
• Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.
• Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions.
• Drive root causes analysis and implements key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time.
• Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
• Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
• Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QA teams.

Minimum Qualifications

• Bachelor degree or above with at least 1+ year of experience in quality assurance, coaching and training.
• Detail oriented person, solid experience in analytical and problem solving, or project management positions (e.g. customer service KPIs and processes).
• Problem solver, data driven, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
• Self-motivated, able to learn and work independently in global teams.

Preferred Qualification

• Experience in the eCommerce industry is a plus.