Service Quality Assurance

1. Bachelor’s degree in Management with minimum 2 yrs. of relevant experience in quality/call center/customer service/ department.

2. Proficient in verbal and written communication.

3. Proficient in MS Office package.

4. Strong organizational and leadership skills.

5. Excellent analytical and problem-solving abilities.

6. Previous experience in quality assurance or service operations is highly preferred.

1. Develop and implement strategies and policies to monitor and maintain service quality

regarding telephone etiquette, call handling, customer support, product information

given, and other procedures across the organization.

2. Assess existing processes and procedures to identify areas for improvement in the service

quality provided by the operations team.

3. Assist in planning various programs that maximize the output and productivity of the

service operations department.

4. Investigate and resolve service quality-related issues by performing root cause analysis.

5. Collaborate with customer service teams and other relevant departments to enhance the

overall customer experience in the organization.

6. Provide guidance and supervision to quality assurance teams, including setting

performance objectives, conducting regular performance reviews, and fostering a positive

work environment.

7. Provide accurate and timely reports on a daily/weekly/monthly basis on call quality,

productivity, availability, and other key metrics.

8. Organize team meetings/communication sessions to address and discuss the issues for

possible solutions.

9. Conduct and lead training sessions for the service operations.

 1.5 days weekly off (For full timers only)

 Social Security Fund

 Festival allowance

 Friendly and collaborative work environment

 Good networking opportunities