A. Minimum Education Requirement

• Degree in any discipline

B. Minimum Relevant Work Experience

• 1 year customer service

C. Skills

• Experience within customer services, experience in moderation will be preferred

• Excellent leadership and communication skills

• Ability to deal with demanding customers and escalations

• Fast learner and able to cope in a fast-paced environment

• Language proficiency in English & Mandarin is mandatory

• Can work independetly and has a good sense of responsibility

• Commited to learning

• Ownership

D. Preferred Qualifications

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams

• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)

• Proven track record of collaborating with cross-functional groups to produce results

• Demonstrated ability to perform well in a rapidly changing and extremely global team

• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

• Excellent communication skills

• Strong critical thinking and exceptional problem-solving skills

• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level

• Passion for our mission of ensuring a world class support experience for our community

• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus

• Experience in leading QA Supervisors

• Experience in supporting travel / hospitality account

Strategic Leadership 

· Develop and implement the overall QA strategy aligned with organizational goals. 

· Lead the QA department in setting quality benchmarks and performance standards. 

· Drive continuous improvement initiatives across customer service operations. 

Team Management and Development 

· Oversee recruitment, training, and performance management of QA personnel. 

· Mentor and coach QA leads and team members to build a high-performing team. 

· Foster a culture of accountability, collaboration, and professional growth. 

Operational Excellence 

· Ensure QA processes are standardized, documented, and consistently followed. 

· Monitor and analyze QA metrics to identify trends and areas for improvement. 

· Coordinate with operations to ensure quality targets are met or exceeded. 

Cross-Functional Collaboration 

· Work closely with client services, training, and operations to align QA objectives. 

· Represent QA in client meetings and provide insights on quality performance. 

· Collaborate with IT and analytics teams to enhance QA tools and reporting. 

Risk Management and Compliance 

· Ensure compliance with client requirements, industry standards, and regulations. 

· Identify quality risks and implement mitigation plans proactively. 

· Lead internal audits and support external quality assessments. 

Innovation and Technology 

· Evaluate and implement new QA technologies and methodologies. 

· Champion automation and AI-driven solutions to enhance QA efficiency. 

· Stay updated on industry trends and integrate best practices into QA programs.