Assistant Manager - QA [GR_JB]

Startek

Malaysia
Permanent
Full-time

15 days ago

Job Category: Non AgentJob Description:Key Responsibilities:

Develop and implement QA frameworks tailored to project operational requirements
Collaborate with stakeholders to define KPIs and quality benchmarks
Ensure consistent calibration across QA teams and operations
Supervise and mentor QA Analysts and Specialists
Conduct regular performance reviews and provide coaching for skill enhancement
Foster a culture of continuous improvement and accountability
Identify gaps in service delivery and recommend corrective actions
Lead root cause analysis and implement preventive measures
Drive automation and digitization of QA reporting and analytics
Liaise with project's quality and operations teams to align on expectations
Present insights, trends, and recommendations to senior management
Support client audits and compliance reviews
Generate and analyze QA reports to track performance trends
Provide actionable insights to improve customer satisfaction and operational efficiency
Monitor adherence to SLAs and compliance standards

Key Requirements:

Minimum 3-5 years of experience in Quality Assurance, preferably in BPO or customer service environments
Experience managing QA teams and working with high-volume accounts
Strong knowledge of QA methodologies, tools, and metrics
Excellent communication and stakeholder management skills
Proficiency in data analysis tools

About Us:In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.It's a robust approach. We've partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent.Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.*** DISCLAIMER***With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist.These messages are from anonymous sources and crafted to appear as they are being sent from Startek recruiters. All communication from Startek will have an email address from “startek.com”.Additionally, a scam message can request funds or other personal information prior to the offer letter being released. This is not a standard operating procedure for Startek to be employed with the organization.Startek is not responsible for any fraudulent representing the company.About the Team: At STARTEK, we believe the most important customer engagement is the one that happens next. And that's where you come in! We're looking for customer support representatives who are true engagement specialists - skilled at engaging in meaningful interactions that make our clients' customers say “WOW!” In this role, you'll be responsible for supporting customers through live chats as well as troubleshooting issues with their specific wireless internet products and services. Most importantly, you'll have the opportunity to make a difference, every day, in the lives of our clients' customers. In return, we offer a competitive compensation package, great benefits, a fun, and friendly atmosphere and so much more! If you're positive, energetic, and ready to engage, apply now for immediate consideration.

Startek

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