Quality Assurance Specialist (BPO Industry), Thai Nationality Only

Manage KPI Achievement & Team performance.

1. ISU QA is responsible for monitoring and evaluating the performance of ISU team members, using metrics such as call volume, conversion rate, customer satisfaction, and revenue. They provide regular feedback, coaching, and training to help them improve ISU skills and achieve their goals. They also motivate, creating a positive and productive work environment. A ISU QA may also handle escalated calls, complaints, or inquiries from customers or prospects, and resolve any issues or conflicts that arise within the ISU team.

2. Coordinate with BMW Manager to transfer BMW direction or strategy into action by guiding and showing as example for ISU Retention activities e.g. outbound call for lead generation. To ensure ISU perform all activities that meet customer satisfaction with manner at the level of professional service.

3. ISU QA is also involved in Campaign implementing and training for ISU. This role need to support BMW Manager to update, demonstrate and provide key selling point script of BMW campaign that ISU need to offer to customers.

Report and optimize results.

1. Compile and analyze data related to customer interactions, customer verbatim to identify trends and insights that can be used to improve campaign and sales funnel.

2. Prepare detailed reports on ISU performance metrics and present findings to management and other departments.

3. ISU QA may also conduct quality audits, surveys, or tests to ensure compliance with company policies, standards, and regulations.

Process Optimization:

1. ISU QA need to understand all ISU Retention activities processes to be able to assist ISU team when struggling at any step. ISU QA will monitor and keep controlling the efficiency and effectiveness of all ISU processes.

2. Analyze Customer Verbatim, ISU process / technology to identify areas for improvement.

3. Develop improvement plan and co-ordinate with related parties for actions plan and initiative implementation in order to increase customer satisfaction, CS efficiency and effectiveness.

4. Understand and Develop process to support new or urgency other departments requirements such Payment Holiday, Customer Retention Rate with ISU etc.

Who are we looking for?

• Bachelor’s degree or above in Related Field.
• A minimum of 3 -year previous experience related filed in a Financial Service/ Contract Management.
• At least 2 Years in position of Supervisor or Team Leader.
• Expert knowledge in Financial / Leasing Products.
• Experience in Data Analysis, and competent in computer skills.
• Pleasant personality with excellent in both Thai and English communication.
• Result and process orientation.
• Ability to manage, motivate, and discipline subordinate in both individual and teamwork.
• Ability to analyses, plan and implement new change for performance enhancement.
• Ability to analyze problems properly and provide logical solutions.
• Ability to make effective use of resources.
• Well negotiation skill and able to cope up with difficult situation.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.