Job responsibilities:
- Execute quality assessments as per the framework across the Customer Support Operations team
- Monitor and be responsible for quality assurance metrics
- Include/update key workflow changes, operations process and critical items across the scoring mechanism
- Analyze data from assessment scores operational policies
- Own and conduct business reviews with team leaders, while engaging with training teams to drive actions and measure progress
- Collaborate with vendors and train on QA frameworks and develop reporting mechanisms
Requirements:
- Min. 3+ years of experience in the Quality domain in a business function or vendor environment
- Experience in conducting large scale audits efficiently and good understanding of QA Scores
- Good knowledge in Customer Support Operations
- Advanced Excel, Google Studio or Tableau skills is a plus
Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247
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