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Quality Assurance Supervisor

May 31, 2022 | Customer Service & Support | 1 positions in Phnom Penh

Job responsibilities

  • Daily, weekly and monthly report to CC Manager/CC Training Manager
  • Arrange daily records for QA to listen and evaluate
  • Monitor on the evaluation to maximize the detection of compromised records and fraud
  • Monitor quality of agents as per process and procedure and coaching of QA agents
  • Prepare schedule of QA agents, organize and day by day management
  • Prepare and distribute monthly Quiz
  • Suggest update to QA team KPI as and when necessary
  • Support mystery shopping planning and execution at Smart Shops
  • Support training new joiners
  • Support briefing new launch/update products/services/promotions to related team
  • Support on recruiting new resources including conducting interviews and selection
  • Initiate the plan to control and improve the quality of agents
  • Cooperate with trainer and HR to facilitate training session
  • Support trainer to develop training program to align with contact centre job requirement
  • Analyse the customer feedback to emphasize on our customer service experience and product experience - > give recommendation on improvement on service and product.
  • Analyse the service quality in comparison with competitors in order to stay ahead
  • Assisting operational team on process and performance
  • Offering immediate solutions to customers with issues and complaints, which asked or escalated by subordinates
  • Being creative, innovative and dynamic with strong attention to customers
  • Initiate good idea for improvement
  • Guarantee the policy compliance of subordinates – Company and contact centre policy
  • Do ad-hoc tasks assigned by line manager

Job requirements

Academic Qualification:

  • Bachelor’s degree
  • Be able to speak and writing English and Khmer (more than 2 languages is advantage)

 Skills required:

  • Exceptional listening and analytical skills.
  • Exceptional presentation and teaching skill
  • Good communication and inter-personal skill
  • Good time management.
  • Customer service talent, friendly, and patient.
  • Excellent attention to detail and accuracy.
  • Computer skill: MS Office
  • Good at persuasive and encouraging subordinates to work hard
  • Strong commitment to achieve target

 Working Experience:

  •  Strong knowledge about current system, products and policy around contact centre
  • Customer Services experiences is required
  • Telecom experiences is an advantage
  • Training experience is strongly required.
  • 2-4 years of experience managing QA and training

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