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Customer Experience Quality Assurance Manager

Kuala Lumpur

R-1565

Customer Experience Quality Assurance Manager

  • Kuala Lumpur
  • Full Time

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you’ll do:

  • Manages and oversees daily operations of the quality assurance team

  • Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback

  • Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations

  • Develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards

  • Identifies opportunities of improvement for quality assurance workflows, processes and procedures

  • Prepares regular management and technical reports, and provides suggestions for improvement based on data analysis

  • Performs competitor analysis and suggests areas of improvement on internal and/or external processes 

  • Oversee facilitation and effectiveness of customer service agent coaching methods and approaches 

  • Completes additional tasks and projects as assigned
     

What you'll need:

  • Preferably Degree qualification and above

  • Minimum 6 years of working experience in service quality/ call centre or equivalent

  • Having supervisory experience is an added advantage

  • Proficient in both Chinese Mandarin and English (both verbal and written)

  • Proficient in Microsoft Office and Google Suite applications

  • Able to work shifts (including weekends, public holidays, overnight)
     

  • Strong in data analysis, presentations and project management

  • Strong written and verbal communication skills to communicate clearly and effectively with internal and external stakeholders

  • Able to work both independently and collaboratively in a team environment

  • Keen attention to detail in completing tasks accurately and thoroughly

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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