Overview
- Evaluations (Audit & DSATs) to identify if we can appeal (Results for iQA)
- Share feedback with the agents on all people related defects (Quality Audits – CC, BC and Cc) and DSATs (Agent Related)
- Conduct training and refreshers
- Support and mentor new employees
- Help operations on key metrics performance (Sharing insights & suggest action plan)
Responsibilities
• Minimum bi-lingual proficiency and above is preferred (English).• Language proficiency in English is mandatory• Proven experience as corporate Qualit assurance or TQA• Understanding of effective Quality KRAs (Key responsibilities areas)• Willingness to keep abreast of new techniques in corporate Quality• Proficient in MS Office (Advance skills in Excel and Powerpoint); e-learning software will be an asset• Phenomenal communication, presentation and public speaking skills• Organizational and time management abilities• Critical thinking, analytical and decision making abilities
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