What are the responsibilities and job description for the Quality Assurance Team Lead - Mandarin - Penang position at Teleperformance?
Overview
Job SummaryThe Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to QA Manager.
Qualifications
Requirements
- Minimum of 1 year of experience as a Quality Analyst Supervisor.
- Mandatory language proficiency in English.
- Experience in preparing and presenting written project status reports and executive briefings.
- Exceptional communication, presentation, and public speaking skills.
- Strong organizational and time management abilities.
Responsibilities
Key Responsibilities:
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact centre environment.
- Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
- Ensuring timely completion of all client deliverables.
- Prepare reports, analysis, trend & run project when required to improve quality performance.
- 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 random evaluations to identify areas of improvement as necessary.
- Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
- Identify training needs by working with operations team and QA.
