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Company overview

My client is a Multinational Business Process Outsourcing (BPO) business covering the APAC region and they are on the look out for a Regional Quality Manager, supporting ASEAN.
The vacancy is located in KL City Center (LRT Friendly).

Job description

As the Regional Quality Manager, you are required to have deep understanding when it comes to the expectations of the client, in order to provide excellent Customer Experience. You are responsible in building sustainable Quality programs that meets expectations, for both internal operational processes and procedures to ensure quality.

Your day to day responsibilities include:

• Being a point of contact for all quality related activities
• Building Quality programs that would lead to customer satisfaction
• Implementing improvements to management processes that lead to overall increases in quality
• Working together with leaders to discuss solutions to quality issues
• Be on the lookout for opportunities for improvement and develop new efficient procedures
• Auditing
• Developing best practice method and tools of quality reporting and analysis
• Proactively engaging with all clients’ to ensure quality

Requirements

The ideal candidate for this role should possess a Bachelor's Degree at a minimum, with at least 7 years experience within Quality Support within BPOs/Contact Center industries and most recent 2 years as a people manager.
Candidate with regional experience are preferred.

This is a Contact/Center, Customer Service Vacancy.

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