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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