QA Executive

该职位来源于猎聘 职责描述：Primarily responsible to work on quality check and process implementation and improvement.Contributes in design of internal monitoring formats and quality standards by different channel (call, email, fax etc.)Defining workflows, QA SOP and FAQ scripts and update regularly as required. Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.Performs daily 100% cases monitoring from different channel and track performance at team and individual level.Provide training, coaching, feedback and assistance to CSR (Customer service representative / Medical associate/ consultant) to ensure they understand new policies and procedures or product/service updates for quality.Preparing and conducting quizzes, compile and analyse the results, and share feedback with the reporting manager.Prepares and analyses internal and external quality reports for management review.Coordinates and facilitates call calibration sessions for the project.Participates in customer and client listening programs/sessions to identify customer needs and expectations.Participate in all training & development activities as per management’s suggestion.Responsible for information security tasks within own work scope.Adhere to set schedule and demonstrate flexibility for the given shift timings. Work as a backup CSR (Customer service representative / Medical associate/ consultant) as per need.Any task assigned by the management team. 任职要求：Bachelor or above. Major in nursing, medicine, pharmacy, public health etc will be preferred.Years’ of experience of quality inspection. Call centre, BPO industry, pharmacovigilance or worked for medical customer service centre will be preferred.General English verbal and written communication skills. CET-4 or above.Strong computer skills including Microsoft Office and databases. Adapt to all kinds of English operation/system interface.Data collection, management and analysis skills.Problem analysis and problem solving.Planning and organizing.Decision-making.Soft, polite and good understanding of customer services. Have customer service orientation.Flexible and open personality. Responsible, careful and good ability to work under pressure.