Hiring Call Centre Quality Assurance Analyst (Thai Speaking)
Location: (Singapore)
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
JOB LINK - APPLY HERE
Base Camp IT employment agency in Singapore, is known for connecting talented tech candidates with top IT companies all over Asia.
Website
Email
+65 6829 2132 
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