Overview
Quality Assurance Specialist Jobs in Singapore, Singapore at eTeam
Title: Quality Assurance Specialist
Company: eTeam
Location: Singapore, Singapore
Quality Assurance Analyst – L2
Job Roles:
· Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
· Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
· Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
· Applying critical thinking & analytics thinking to provide insights to the client
· Conduct weekly analysis to identify the error trends and for top errors, conduct root cause analysis (RCA)
· Highlight trends and red flags to the business for better improvements
· Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
· Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
· Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Required Skills & Qualifications:
· Degree or equivalent practical experience
· Minimum of 2 years’ experience in a sale or call center environment with Quality Assurance experience
· Excellent interpersonal and communication skills
· Bilingual – Fluent in English and Thai
· Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
· Ability to work in a fast-paced environment.
· Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents.
· Coaching experience is a plus.
· Experience in the advertising industry is a plus
