Jawatan Kosong Quality Assurance Supervisor Vacancy 2012

Quality Assurance Supervisor
Department: Global Contact Center Organization
Reports to: Contact Center Manager

General Summary:
Supervises and develops Quality Assurance Analyst in call and email quality control. Be accountable for the quality assurance rating of the contact center. Drive accent neutralization and English communication.

Duties and Responsibilities:
- Provide induction and ongoing training on accent neutralization and English communication.
- Keep abreast of the new methods in the market to neutralize accents.
- Supervises staff by provided work direction, clarifying expectations, providing training/development, and conducting performance reviews to maintain a productive work environment with a high level of employee satisfaction.
- Prepares departmental reports.
- Participates and initiates continuous quality improvement.
- Analyzes key departmental reports to identify trends and patterns that may interfere with achieving goals.
Review and recommend QA Nuance changes.
Lead quality calibration meetings with other centers.

Requirements:
Have a clear and neutral accent.
Strong English communication skill.
Ability to coach for results
Good problem solving skills.
Ability to handle multiple tasks
Good Interpersonal skills and decision making ability
Excellent oral and written communication skills
Knowledge of the US culture is preferred.

Email resume to sharifah@smarttrend.com.my
Call 0322828084