Team Leader - Quality Assurance (CS)

Responsible for leading the Quality Assurance function, developing the QA team and governing operational processes to ensure service quality, enhance customer experience and improve operational efficiency.This role partners with Operations, Training, AI Chatbot and cross-functional teams to maintain quality standards, improve SOPs and foster a culture of continuous improvement.

Mô tả công việc

• Quality Governance
• Maintain and continuously improve the Quality Assurance Framework and QA Scorecard.
• Lead quality evaluation activities to ensure accuracy, consistency and compliance with established standards.
• Monitor quality performance, identify risks and recommend improvement actions.

• Quality Analytics & Improvement
• Analyze quality data to identify root causes and improvement opportunities.
• Recommend solutions to enhance service quality and operational efficiency.
• Evaluate the effectiveness of improvement initiatives based on actual results and predefined objectives.
• Develop reports and provide insights to support business decision-making.

• Process Governance
• Review and improve SOPs, workflows and operational guidelines based on QA findings and operational data.
• Participate in the development and effectiveness evaluation of new processes.
• Ensure alignment between operational processes, KPIs and quality standards.

• People Management & Capability Development
• Manage, allocate and supervise the QA team's daily activities.
• Coach, mentor and evaluate team performance to strengthen capability.
• Develop capability-building initiatives and promote a culture of continuous learning and improvement.

Yêu cầu công việc

• Minimum 3 years of experience in Quality Assurance, Customer Experience or Process Improvement.
• Experience in team management or leading improvement initiatives.
• Strong analytical, root cause analysis and problem-solving skills.
• Experience in developing or improving SOPs, workflows and quality management systems.
• Proficient in AI tools, Google Docs, Google Sheets, CRM systems or similar tools.
• Strong logical thinking with a continuous improvement mindset.