QA Manager ALL_EN_SHACC(MJ024241)

Build up Quality Management Framework to improve quality.

1.    Gather, evaluate, know customer experience.

2.    Identify issue.

3.    Optimize customer experience.

Key Roles and Responsibilities

Ø Responsible for the establishment, maintenance, and improvement of the department's quality management system, as well as for the enhancement of customer experience.

Ø Responsible for formulating quality standards according to business with improvement plans.

Ø Lead quality improvement projects to enhance overall operational efficiency and customer experience.

Ø Reasonably arrange subordinate staff, and be responsible for daily operation, and personnel management.

Ø Undertake unscheduled business trips to support QA work of other premises and overseas teams.

Ø Complete other works assigned by the line manager.

Qualifications

Ø Educational Background: Full-time bachelor's degree or above.

Ø Work Experience: Over 5 years of call center or customer service management experience, with a minimum of 2 years in quality management. Those who have a tourism industry background are preferred.

Ø ProfessionalSkills: Familiarity with call center operations and quality management standards; Excellent data mining and analysis ability.

Ø Soft Skills: Excellent communication and cross-team collaboration skills,capable of remaining calm under pressure; Leadership and team management skills, with the ability to motivate and develop team members.

Ø Language Skills: Proficiency in written and spoken English.

Ø Preferred Qualifications: Project management experience is a plus.