Responsibilities :
• Attend and contribute to both internal audit and client calibration sessions
• Establish standards for all customer interactions through the department as well as implementing and maintaining monitoring programs to ensure goals are being met
• Provide best practice operational quality policies and procedures, handle OSPAR (Outsourced Service Provider’s Audit Report) and setting up SOP and policies for Personal Data Protection Act (PDPA)
• Design, implement, and improve company quality standards and programs relating to customer service.
• Manage Quality training and procedures to new hires to understand the expectations of a quality call.
• Proactively provide Senior Manager with recommendations and feedback regarding overall opportunities, leveraging expertise and knowledge within the team
• Continual improvement of services and processes by driving innovation
Qualifications :
• Bachelor’s Degree in any related field
• Having direct experience in QA function at least 6 years
• Having good knowledge in Collections system, QA Metrics and Personal Data Protection Act (PDPA)
• Good command of English ( both speaking and writing )
• Able to travel upcountry