Quality Lead (Training & QA)

Responsibilities

• Oversee the quality of the BPO agents from 3 locations : Malaysia, Philippines and Indonesia.
• Identify key improvement areas and provide necessary training to our BPO agents to ensure continuous progress.
• Make sure the Knowledge Base is constantly updated with the latest SOP and suggest any improvements if the current SOP is redundant or difficult to understand.
• Lead and mentor the QA team, fostering a culture of collaboration and continuous learning.
• Conduct regular and adhoc quality audits to ensure our in-house QA re-audit meets company standards and best practices.
• Monitor individual OKR and team OKR so that it meet overall Return & Refund team target.
• Identify areas for improvement within Return & Refund process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.
• Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.

Qualifications

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