Quality Assurance Supervisor
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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