Overview
Quality Management Jobs in Federal Territory of Kuala Lumpur, Malaysia at Lazada
Title: Quality Management
Company: Lazada
Location: Federal Territory of Kuala Lumpur, Malaysia
Responsibilities:
Drive the Quality of BPO Agents: Enhance agent performance through targeted quality initiatives.
Design Analytical Frameworks: Identify performance gaps through data analysis.
Collaborate with BPO QA: Work closely to address and close performance gaps among agents.
Create Monitoring Frameworks: Develop strategies for monitoring low-performing agents.
Conduct Side-by-Side Monitoring: Engage in random live call and chat listening for real-time performance assessment.
Lead QA Calibration Exercises: Facilitate calibration sessions to align quality assessment criteria.
Maintain the Knowledge Base: Ensure all resources are current and accessible for team members.
Respond to Requests from Quality Manager: Provide timely support and information as needed.
Implement Continuous Improvement Initiatives
To succeed in this role, you should ideally possess:
Bachelor’s Degree in a related field
3 Years of Experience in the relevant industry
Strong Analytical and Listening Skills
Effective Communication and Interpersonal Skills
Proficiency with Databases and Microsoft Office
Knowledge of QA Terms, Tools, and Methodologies
Analytical, Problem-Solving, and Decision-Making Skills
Customer Service Competency
Ability to Work Collaboratively in a Team Environment
Experience leading BPOs and giving direction
