Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
Applying critical thinking & analytics thinking to provide insights to the client
Conduct weekly analysis to identify the error trends and for top errors, conduct root cause analysis (RCA)
Highlight trends and red flags to the business for better improvements
Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Required Skills & Qualifications:
Degree or equivalent practical experience
Minimum of 2 years' experience in a sale or call center environment with Quality Assurance experience
Excellent interpersonal and communication skills
Bilingual - Fluent in English and Thai
Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
Ability to work in a fast-paced environment.
Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents.