เงื่อนไขการค้นหา

ประสบการณ์:

2 ปีขึ้นไป

ทักษะ:

Assurance, Public Speaking, English

ประเภทงาน:

งานประจำ

• 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.

ทักษะ:

Microsoft Office, Excel, Problem Solving

ประเภทงาน:

งานประจำ

• Assist the hub team in addressing seller-related issues, resolving challenges quickly to ensure a seamless experience for sellers.
• Oversee pickup operations, manage escalations, and ensure smooth and efficient service delivery.
• Investigate missed pickups, identify root causes, and implement improvements to prevent future issues.
• Collaborate with the hub team to resolve stuck orders and maintain efficient order flow.
• Provide daily operational support, ensuring processes stay on track and service goals are met.
• Requirements: Bachelor's degree or above, no specific field required. (Fresh Graduates is welcome).
• Proficiency in Microsoft Office; Excel knowledge is a plus.
• Good attitude, logical thinking and strong analytical and problem solving skills.
• Ability to adapt and thrive in fast-pace dynamic environment.
• Excellent communication and teamwork abilities.
• Availability to work in the office 5 days a week and 1 day from home.