QA Supervisor

freeC's Client

• Responsible for managing team of QAs & Trainer
• Data analysis and making designated reports/decks
• Client & stakeholder management
• Participating in internal & external calibrations
• Communication to heighten awareness and focusing on importance of positive customer experience
• Making recommendations and driving improvement
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Reduce learning curve and help enhance product/process knowledge of new joiners.
• Ensuring that internal policies, procedures, and compliance regulations are being followed

Requirements:

• At least 2-year experience in QA for Call Center (inhouse or BPO) will be a priority
• Good at English (upper intermediate)
• Ensure that Process quality and training are delivered effectively within the stipulated timelines
• Evaluate process quality and take corrective actions which should be tangible
• Evaluate effectiveness of T & D interventions
• Improve calibration of QIC, SME and CSM within team
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
• Design and develop Quality framework
• Ensure uniform quality of training being delivered by all training teams in line with client requirement Interact and streamline channels of communication with other Functions and Clients

• 13th-month salary
• 14 days annual leave/ year.
• Social insurance, Health Insurance, Unemployment Insurance & Accident Insurance.
• Annual salary review.
• Annual health check.
• Career advancement opportunities.
• Participate in company training programs and upskill courses.
• Professional Workplace.