Customer Quality Operations Manager

4 weeks ago


Singapore MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD Full time
Roles & Responsibilities

Responsibilities:

  • Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs.
  • Connect operations quality gaps to process, product & behavioral issues and drive analysis and actionable projects across internal operations and product teams.
  • Design and deploy analytics dashboards to monitor key business metrics, establishing baselines, targets, averages, and benchmarks, and present findings in business forums through presentations.
  • Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
  • Execute or lead quality assessments on advertisement products.
  • Conduct thorough analysis of assessment scores and trends in customer experience and product failure points across process, product, and operational policies.
  • Translate insights into an executable plan and advocate for implementation with key stakeholders.
  • Collaborate with subject matter experts to create training content and materials.

Qualifications:

  • Minimum 4+ years' of experience in the Quality domain, preferably within a business function or technical customer support vendor program.
  • Proficient in data analytics tool (e.g. excel etc.) or Python, SQL.
  • Analytical experience solving problems using data and providing actionable business insights.
  • Experience in understanding, communicating and resolving technical issues to both technical and non-technical audiences.
  • Strong oral and written communication skills.
  • Experience in advertisement tech/digital technology is required.
  • Knowledge visualization tools (e.g. Tableau/Power BI)

Tell employers what skills you have

CRM
Tableau
Quality Assurance
Customer Support
COPC
Python
Excel
Customer Service Training
Customer Service
Customer Service Excellence
Data Analytics
Metrics

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