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Quality Assurance Manager - Customer Care

Lazada Malaysia
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Undisclosed

Bukit Bintang

Full-Time

Job Description


  • Oversees Quality Specialist Team to establish and maintain quality assurance programs to ensure delivery of high levels of customer service that are compliant with the project’s contractual objectives and established performance standards 
  • Develops and manages a comprehensive project Quality Control Plan as well as develops best practices and process improvements to drive consistency and stabilization of customer experience core foundational attributes and deployment initiatives across the contact center network. 
  • Coordinate and perform in-depth operational analysis of CSAT, Reopen Rate and QA performance for existing functions and processes to deliver excellent Customer Experience 
  • Partners with Training Team to assess training needs within the team  
  • Coordinate and facilitate Quality Program with the Business Process Outsourcing (BPO) Teams to ensure alignment in auditing provided (includes bi-weekly calibration with BPO) 
  • Coordinate with Regional for Quality module and performance alignment 
  • To undertake ad-hoc project as and when required. 

Job Requirements


  • Preferably Bachelor’s degree or relevant working experience (minimum 3 years) 
  • Minimum 3 years’ experience in a service related industry in Training and/or QA capacity. 
  • Excellent command in Microsoft Office applications (Excel, PowerPoint & Word). 
  • Strong communication skills English and Bahasa Malaysia. 
  • Good interpersonal skills, verbal and written communication skills. 
  • Good listening skills and be able to recommend and give clear and concise instructions. 
  • Must have a strong track record of evaluating, analyzing, implementing, leading and monitoring effective and efficient processes to proactively improve center efficiency and staff performance 
  • Skills in providing excellent customer experience. 
  • An assertive team player with high energy to work in fast-paced environment. 
 
Vote for Lazada Malaysia at The Graduate Choice Awards http://www.graduatechoiceaward.com/ 

Company Benefits

Great Salary

We always reward well

Comprehensive Medical Insurance

Including Dental and Optical

Subsidized Gym Membership

At Celebrity Fitness

Company Laptop

Now you can work from anywhere :)

3 Months Maternity Leave

...and 5 days Paternity Leave

Relaxed Dress Code

You need to feel comfortable at work


Additional Info

Experience Level

0 - 7 Years of Experience

Job Specialisation

Customer Service


Company Profile

Lazada Malaysia-logo-image

Lazada Malaysia

Lazada is Southeast Asia’s number one online shopping and selling destination, with a presence in Malaysia, Indonesia, Philippines, Singapore, Thailand and Vietnam. 
We are pioneering e-commerce across some of the fastest growing countries in the world by offering a fast, secure and convenient online shopping experience with a broad product offering in categories ranging from fashion, consumer electronics to household goods, toys and sports equipment
With our tremendous growth, we seek dynamic, entrepreneurial, broad-minded individuals to join us.
Hone your creativity, invent and innovate, and set your own highest standards within a nurturing, equal opportunity environment.
As a young and dynamic company, Lazada is the place for you to grow and develop your career. 

company-logo-image

Quality Assurance Manager - Customer Care

Lazada Malaysia

Undisclosed

Bukit Bintang

Full-Time

This job is no longer available