[Liobank] - Trưởng bộ phận Quản lý chất lượng (Head of QA)

MÔ TẢ CÔNG VIỆC
Analyze performance, find out the cause of performance issues, service quality, customer satisfaction, and make improvements in line with company goals;
Responsible for building QA/QC Standard Operating Procedures (SOPs);
Continually improve departmental performance, develop tools, and use data to achieve optimization in operational processes;
Ensure that the evaluation of the quality of switchboard staff is fully implemented, in accordance with quality management standards;
Provide operator&039;s manager info about necessary training to improve their skills;
Collaborate with other functions to develop the activities needed to improve performance
Provide reports on operational efficiency and customer service quality of call center staff to the operation team and operation center management;
Prepeare a regular tests for OC&039;s staff
Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
YÊU CẦU CÔNG VIỆC
Minimum of 3+ years experience in the same position (QA Manager or Centralized Quality Management) in a banking/ finance contact center;
Ability to demonstrate innovation and good judgment/problem- solving skills when making decisions;
Proficient in coaching and counseling direct reports ;
Extensive knowledge of Customer Care Expectations & Quality Guidelines;
Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools;
Strong attention to detail, and superior organization skills, and ability to multitask in a dynamic, fast- paced environment;
Dedication to providing exceptional customer service
Must have excellent written and verbal communication skills. Able to communicate complex data verbally and visually.
Ability to work in an English- speaking environment.
Strong Business improvement and Data collection strategies;

Cập nhật gần nhất lúc: 2024-04-03 12:10:53