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Quality Management-Customer Care

atLazada (Thailand) Co., Ltd.

Job Description

• Business owner of BPO agent quality across 6 ventures
• Take lead in improving BPO QA efficiency through standardizing frameworks and automation tools
• Take lead in identifying blockers, pain points that impact to customer satisfaction
• Drive the insight sharing regarding top painpoints, service level, and agent opportunity
• Collaborate with Internal stakeholders to remove roadblock that impact to agent quality
• Collaborate with BPO TQA across ventures to aligning action plan and monitoring the progression
• Lead, manage, and grow the Quality Management team
• Other tasks related to Quality Management as assigned by the Head of Training, Quality, and Escalation

Job Requirements

• 3+ years of experience in operation and performance management
• 3+ years of management positions
• Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
• Excellent interpersonal and communication skills
• Solid, detail-oriented documentation skills
• Strong data analysis skills
• Professional presentation skill
• Proficiency in both written and spoken English

Salary
  • Negotiable
Job type
  • Full-time
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Company overview

Size:500-1000 employees
Industry:Retail
Location:Bangkok
Website:www.lazada.co.th
Founded in:2012
Ranking:4/5

Founded in 2012, Lazada Group is Southeast Asia’s leading eCommerce platform. With a presence in six countries – Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam – we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we h ...

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Why join us: At Lazada, we’re setting new standards for eCommerce, and we’re doing this by bringing out the best in our people. We value curiosity and passion in creating the right environment using technology and tools that allow the best ideas to surface from our people. We experiment, we learn, and we do bett ... Read more

Head office: 29th floor, Bhiraj Tower, Emquartier
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