Quality Assurance Officer

CardX Thailand (Bangkok City, Thailand)

Bangkok, Thailand

CardX is a financial business group under SCBX Co., Ltd, it offers the digital financial platform, providing the credit card services and personal loan products

Detail posisi

The Quality Assurance Officer is responsible for monitoring call and case quality, providing insights into performance, recommending process improvements, and training staff to enhance customer service quality.

Kewajiban

• 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

Kualifikasi

• 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