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This job is about being a Quality Management Specialist in Kuala Lumpur. You might like this job because you'll improve customer care by analyzing data, fixing issues, and leading changes for better service results. It's all about making things work smoothly!
Undisclosed
Malaysia, Kuala Lumpur
Job Description
We are seeking a highly analytical Quality Management Specialist to drive systematic quality improvements across our customer care operations. This role focuses on identifying and eliminating root causes of quality failures through deep-dive analysis and internal change management initiatives.
Primary Responsibilities:
- Conduct comprehensive root cause analysis on FCR failures, repeat contacts, and DSAT incidents
- Partner with BPO QA teams to identify systemic quality gaps and performance trends
- Drive internal process changes and improvements based on analytical insights
- Develop and implement corrective action plans that prevent issue recurrence
- Monitor and report on quality metrics: FCR rates, reopen rates, repeat contact patterns, and TSAT bottom-box scores
- Lead cross-functional initiatives to address systemic quality issues
- Create data-driven recommendations for operational excellence improvements
- Establish quality frameworks that support “Once and Done” resolution philosophy
Key Performance Indicators:
- Reduction in repeat contact rates
- Improvement in FCR performance
- Decrease in DSAT bottom-one-box scores
- Implementation success rate of recommended changes
Job Requirements
Essential Qualifications:
- 2 years experience in quality management, preferably in customer service/contact center environment
- Proven expertise in root cause analysis methodologies (5 Whys, Fishbone, ...)
- Strong analytical skills with proficiency in data analysis tools (Excel, and BI tools)
- Experience working with BPO/outsourced operations
- Track record of driving successful internal change initiatives
Technical Skills:
- Advanced data analysis and statistical interpretation
- Quality management frameworks and methodologies
- CRM and quality management systems experience
- Report creation and data visualization
Core Competencies:
- Systematic problem-solving approach with focus on permanent solutions
- Change management and internal stakeholder influence
- Cross-functional collaboration and project leadership
- Detail-oriented with ability to identify patterns and anomalies
- Strong communication skills for presenting insights to senior leadership
Behavioral Attributes:
- Relentless focus on customer experience improvement
- Ownership mindset for driving results
- Comfortable challenging existing processes and driving change
- Data-driven decision making approach
- Persistence in follow-through until issues are permanently resolved
Company Benefits
Collaborative team
We are as diverse as the region we connect, because we value the power of difference.
Rewarding career
We value curiosity and passion that allow the best ideas to surface from our people. We experiment, we learn, and we do better every day.
Diverse opportunities
Build your future with Lazada in in Commercial, Marketing, Technology, Customer Care, Strategy & Management, Corporate Function, and more!
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
