• Managing a team of QAs in the LOB/Program

• Share feedback with the agents on all people related defects (Quality Audits) / Failed audits, along with the QAs, whenever needed

(Triad Session)

• Review The Reviewer activity to enssure less or no variance in the audits done by the team

• Governing Dispute Managemnet Process

• Managing internal & external stakeholder expectations

• Training and Refreshers coordination with the training team for new/existing QAs

• Support and mentor new QAs & managing their monthly scorecard

· Help operations on key metrics performance (Sharing insights & suggest action plan)

· Conduct weekly quiz and spot checks on new updates & common defects (Identified Audit defects)

· Sharing weekly/monthky performance dashboard

· Working on weekly/monthky and quarterly review decks & present them to the clients with the supervisor

· Conducting quality sessions with new hires

Requirements

• Minimum of 2 year of experience as a Quality Analyst Supervisor.
• Mandatory language proficiency in Thai and English.
• Experience in preparing and presenting written project status reports and executive briefings.
• Exceptional communication, presentation, and public speaking skills.
• Strong organizational and time management abilities.

Key Responsibilities:

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
• Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
• Ensuring timely completion of all client deliverables.
• Prepare reports, analysis, trend & run project when required to improve quality performance.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives. 
• Package, deliver, and at times present key findings and briefings.
• Conduct random evaluations to identify areas of improvement as necessary.
• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
• Identify training needs by working with operations team and QA.