Assistant Qa Manager - Video Hosting Service

Overview:Job SummaryQualifications:**Requirements**:- Proficient in Malay & English- 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 social media accounts and/or account creation.**Responsibilities**:- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.- Package, deliver, and at times present key findings and briefings.- Conduct evaluations to identify areas of improvement- Monitor, analyse & audit trainees' performance and call out any unusual trends- Identify training needs by working with operations team and QA