Team Leader - Quality/Performance/Commercial

Location: Kuala Lumpur
Job ID: MAD7


Job description:

Team Leader - Performance:

  • Maintaining positive relationships with BPOs 
  • Monitor and analyze KPIs and establish an action plan
  • Monitor the daily activities of the BPO and make sure that action plans are being followed
  • Create and present performance progress reports for the assigned BPOs
  • Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Address BPO’s concerns in reference to Quality, Customer Experience, Coaching, and Operations.
  • Oversee and administer quizzes and tests to ensure employees have a firm understanding of company policy and guidelines
  • Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience

Quality Assurance Senior Team Leader is the front-line supervisor that is responsible for:

  • Leading a team of quality analysts both inhouse & across multiple BPO partners to perform audits for transaction quality and SOP adherence for the customer service team.
  • To drive productivity &  accuracy of audits performed within the team & also across BPO Partners
  • To coach team members & BPO partners on evaluation methodology while coordinating with other leaders or partners to ensure that all relevant service levels and KPIs are met.
  • To co-own SOP & be responsible for cascading new information/ updates within the team & BPO partners in a seamless fashion. Own relationship between SOP updates & impact on the scorecard for nonadherence

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