Quality Assurance Manager (Customer Service)

- Direct management of Quality Assurance Supervisor and Quality Assurance Specialist
- Analyze and evaluate staff performance to develop performance plans to drive excellence providing weekly coaching and feedback
- Maintain a thorough knowledge of product, policies, and technology
- Monitor according to Customer Experience Center Director and company expectations
- Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement
- Provide ongoing QA Call Evaluation reporting and notification to CEC Operations
- Participate in monitoring and calibration sessions with CEC Operations
- Oversee certification of all employees during the new hire process
- Other Related Duties:
+ May give presentations and mentoring to new employees
+ May participate in action planning meetings
+ Perform ad-hoc tasks assigned and report to Customer Experience Center Director

- Education : University Graduated up
- Languages: Highly advanced communication and writing skills in English
- Experience
+ At least 3 years experience in a similar position
+ Performance Management background
+ Strong organization and planning skills
+ Excellent interpersonal and communication skills
+ Pleasant personality and honest
+ Competency in computer skills
+ Knowledge of MS Office and Google Suite
+ Experience in customer service center quality assurance and management of QA departments for customer service and collections
+ Proven knowledge of customer service center operations, collections and client relationships
+ Ability to perform critical analysis and propose solutions
+ Ability to communicate effectively with all levels in the organization

- 13th month salary yearly, and 1-3 months extra bonus based on performance and company profit yearly
- Company Trip and Team building trip annually
- Gift on special days like birthday, Lunar New Year and Holidays

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