Job Overview
Category
Operations Specialties Managers
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Job Description
Qualifications
Main Requirements:
Bachelor’s degree or equivalent diploma in any disciplineCandidate must be able to work on rotational shift (3 shift / 5 working days)Minimum 1 years’ experienceas QA in call centerMust be proficiency in Mandarin & English in terms of written, reading and speakingAble to start work immediately is preferred. Responsibilities
Key Responsibilities:
Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.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 evaluations to identify areas of improvementMonitor, analyse & audit trainees’ performance and call out any unusual trendsIdentify training needs by working with operations team and QA
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