Quality Assurance Officer
About this position
Responsibilities
• Regular call monitoring (Inhouse & ECA) to assess call and case quality
• Provide clear insight into performance drivers and the levers which impact performance
• Give recommendations for process improvements based on call monitoring assessment result
• Tracking errors & reporting the most common problems, to take corrective actions
• Escalating all zero-tolerance cases severely impacting the customer experience for immediate corrective actions
• Assist Manager on Internal Audit procedure
• Supporting in QA documents regarding SOP as well as Personal Data Protection Act (PDPA) documents.
• Training & Coaching
• Prepare Training materials for conducting trainings
• Quality training and procedures to new hires to understand the expectations of a quality call
• Training program for mediators that needs improvement
• Detects broken SOPs, service scripts, skills gaps, and address/suggest areas of the improvements
• Assess agent behavior, counsel, and coach them to enable knowledge retention, good behaviors & skills practices and reduce negative customer experience
• Lead innovation and continuous improvement in quality improvement project
• Implement quality assurance standards and continuously optimize them according to business requirements
• Additional Tasks Ad-hoc projects
• Others assigned by Manager
Requirements
• Minimum 2 years’ experience as a QA within Customer Service, Contact Centre, Debt collection or Banking environment
• Strong in analytical & logical thinking, and problem-solving skills
• Possess customer-service and positive mindset
• Expert communication and interpersonal skills
• Listen effectively to find the root cause of issues and communicator
• Mature personality and can-do attitude
• Proactive, flexible and ability to prioritize
• Native-Thai speaker and good command of English