Assistant Qa Manager - Video Hosting Service (Penang)

Overview Job Summary Qualifications Requirements:Proficient in Malay & EnglishExperience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams3+ 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 resultsDemonstrated ability to perform well in a rapidly changing and extremely global teamStrong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plusExcellent communication skillsStrong critical thinking and exceptional problem-solving skillsProven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global levelPassion for our mission of ensuring a world class support experience for our communityQuality certification (e.g. Lean Six Sigma, TQM, etc.) a plusExperience 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 improvementMonitor, analyse & audit trainees' performance and call out any unusual trendsIdentify training needs by working with operations team and QA