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

- Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation

- Analyze performance, find out the cause of performance issues, service quality, customer satisfaction, and make improvements in line with company goals;

- Ensure that the evaluation of the quality of switchboard staff is fully implemented, in accordance with quality management standards;

- Continually improve departmental performance, develop tools, and use data to achieve optimization in operational processes;

- Provide reports on operational efficiency and customer service quality of call center staff to the operation team and operation center management;

- 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

- Responsible for building QA/QC Standard Operating Procedures (SOPs);

- Prepeare a regular tests for OC&039;s staff

- 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;

- Extensive knowledge of Customer Care Expectations & Quality Guidelines;

- Strong Business improvement and Data collection strategies;

- Must have excellent written and verbal communication skills. Able to communicate complex data verbally and visually.

- Proficient in coaching and counseling direct reports ;

- 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

- Ability to work in an English- speaking environment.

Cập nhật gần nhất lúc: 2024-04-03 13:43:31