Location: Bhiraj Tower, Sukhumvit Rd., Bangkok
Language Proficiency: Bi-Lingual - English and Native language
Job Description:
· Create quality evaluation plan and keep tracking for quality of service provided & process improvements
· Training and coaching of new hires and existing team for improvement
· Monitoring calls, chats and emails
· CSAT & DSAT analysis
· Provide the daily, weekly, monthly QA reports
· Responsible for all risk management & compliance activities as applicable to this functional role
· Work closely with Ops team design action plans to plug areas of opportunity
· Manage/create process SOPs and training refreshers
· Drive C-Sat & E-sat initiatives to add value to the Process and customer
· Manage training MIS for classes and other related Quality work
· Contribute process improvements and innovation in the training function
· Clear the product & process knowledge certifications for domain knowledge, specific to the process and within the defined timelines
Job Specifications:
· Excellent communication skill both verbal and written
· Strong analytical skill (able to analyze data and trends from available information)
· Ability to work under pressure
· Proficient in MS office (Powerpoint, Excel, Word)
· Drive for self-learning and knowledge enhancement
· Willing to work 24*7 (Day and Night Shifts - Rotational) with no fixed week offs