Quality Assurance Assistant Manager - English - Penang (Automotive)

Qualifications

A. Minimum Education Requirement:
• Degree in any discipline.

B. Minimum Relevant Work Experience:
• 1 year customer service.

C. Minimum Skills to Hire:
• Experience within customer services and technical.
• Excellent leadership and communication skills.
• Ability to deal with demanding customers and escalations.
• Fast learner and able to cope in a fast-paced environment.
• Language proficiency in English is mandatory. Man, Thai, Indo, or Vietnamese is preferred.
• Can work independently and has a good sense of responsibility.
• Committed to learning.
• Ownership.

D. Preferred Qualifications:
• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross-functional quality improvement projects and teams.
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, 3rd party vendors, etc.).
• Proven track record of collaborating with cross-functional groups to produce results.
• Demonstrated ability to perform well in a rapidly changing and extremely global team.
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is a plus.
• Excellent communication skills.
• Strong critical thinking and exceptional problem-solving skills.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.
• Passion for our mission of ensuring a world-class support experience for our community.
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) is a plus.
• Experience in leading QA Supervisors.
• Experience in supporting Automotive and service sectors.

Responsibilities

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct evaluations to identify areas of improvement.
• Monitor, analyze & audit trainees’ performance and call out any unusual trends.
• Identify training needs by working with operations team and QA.