about the company.
Internet
about the team.
Quality Operation
about the job.
• Business Acumen: Lead the Quality Operations unit, and provide with actionable insights to drive strategic decisions and improve customer service performance.
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• Budget Management: Focus on headcount planning, communicate cross-functions to ensure optimal staffing levels, resource allocation, and enhanced customer service outcomes.
• Quality Assurance: Direct QA team to implement regular audits, and connect with relative teams and departments. Develop and implement comprehensive quality assurance strategies to ensure highest-quality customer service is delivered.
• Work Force Management: Lead the WFM team to analyze and optimize workforce strategies to improve efficiency, productivity, and customer service.
• Business Analysis: Lead a team of BA/DA, collaborate with CS business owners to build reliable, scalable data pipelines; transform raw data into core business metrics that surface CS insights.
• Training: Lead the Training team to develop and implement comprehensive training programs that align with business strategies and enhance service standards.
skills and experience required.
• Proven experience in a leadership role in Quality Assurance and WFM within a CS team comprising at least 500 FTEs. Experience in defining KPI milestones and success criteria, and managing CS resource allocation is a plus.
• Proven experience with data analysis, predictive forecast modeling, and customer service metrics.
• Excellent written communication, presentation and interpersonal skills.
• Knowledge of strategic planning frameworks and tools.
• Strong communication and productive partnership with analysts, engineers, business leaders.
• Passion for driving operational excellence and a track record of improving team processes and metrics.
• Ability to adapt to a fast-paced environment and manage multiple priorities effectively.
• Strong problem-solving skills and a proactive approach to identifying and addressing challenges.
• Superior verbal and written communication skills in Mandarin Chinese and English, an additional language proficiency is a plus.