QA Manager - Telesales

Location
Discipline
Salary 80K
Job startdate

​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