Job Summary
We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Operation Lead (Quality Assurance) to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibility
Monitor operational processes and team interactions to ensure accuracy, compliance, efficiency, and adherence to company quality assurance standards and procedures;
Work closely with Operations, Team Leaders, and Training teams to improve customer experience and operational efficiency;
Provide timely feedback and coaching points to agents and team leaders for performance improvement;
Prepare and consolidate daily, weekly, and monthly QA reports and scorecards;
Identify performance trends, gaps, and recurring issues, and recommend improvement plans;
Conduct call calibrations with stakeholders to ensure scoring consistency and fairness;
Assist in investigating customer complaints and service-related issues when required;
Ensure all activities comply with internal policies, regulatory requirements, and call centre and collection guidelines.
Requirements
Diploma or Degree in Business Administration, Communications, or related field;
Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environment;
Experience in evaluating calls and preparing QA reports is an advantage;
Strong communication and interpersonal skills;
Good analytical and problem-solving abilities;
Proficient in Microsoft Excel, Word, and reporting tools;
Able to work independently and collaboratively in a fast-paced environment;
Strong attention to detail and ability to maintain confidentiality.