Job Scope:
- Execute quality assessments as per the framework across the Product & CX Operations space
- Monitor and be responsible for all quality assurance metrics across assigned regions/products
- Include/updated key workflow changes, operations process and infosec critical elements across the scoring mechanism
- Analyze data from assessment scores and I/D trends on Customer Exp failure points across Process, Product & operational policies
- Own and conduct business reviews with team leaders, while engaging with training teams to drive actions and measure progress
- Engage in team wide process improvement initiatives and and ensure all external advertiser touchpoint have top notch service quality
- Collaborate with vendors and train on QA frameworks and develop reporting mechanisms
- Collaborate with internal technology teams to test the QMS tool feature build
Requirements:
- Minimum 3+ years of experience in the Quality domain in a business function or at a tech customer support vendor program
- Experience in conducting large scale audits efficiently and good understanding of QA Scores
- Advanced Excel, Google Studio or Tableau skills is good to have
- COPC or Six Sigma experience is a plus but not needed
- Vendor Experience is a plus
Additional Information:
- Salary - Open for discussion
- Contract duration: 12-month contract
- Commencement Date: Immediate
- Working days and hours: Mon to Friday, 10am to 7pm
- Location: CBD
Lyn, Yee Chen Fu EA License No. 02C3423 Personnel Registration No. R1110796
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