Quality Assurance BP for Brazil

职位描述

1. Quality system tools implementation:

Work with other function team to implement tools in global scale to support quality system to be able to scalable and localize such as transaction monitoring tool, coaching tool, DSAT analysis etc…

2. Regulation on transaction monitoring:

Maintain quality standard to ensure the ability to drive for customer experience and business adherence and develop corresponding policy to ensure the effectiveness.

3. Close with business and drive the change:

Understand the overall service operation performance status combine opportunity in customer journey to identify key area and drive the change to enhance customer experience with targeted quality audit approach.

4. Stay connected with regional team:

Work close with regional team and provide quality intelligence from global perspective.

任职要求

1. Proven experience (at least 3+ years) in quality manager or senior quality assurance role, preferably within a contact center environment.

2. Fluency in both Portuguese & English.

3. Strong understanding of quality assurance methodologies and best practices in Customer Service.

4. Experience of work with cross function team and projects.

5. Excellent communication and interpersonal skills for delivering constructive feedback.

6. Ability to work independently and collaboratively in a fast-paced environment.

7. A genuine passion for delivering exceptional customer experience.