Pioneered and established the Quality Assurance Team. Was appointed to lead all Quality Assurance Team of all the departments in operations. Earned 2 successive promotions in 4 years as an Operations Quality Assurance Officer of one of the fastest growing BPO companies.
Established, developed and supervised the Quality Assurance Team
Created MS Excel templates to monitor the operations quality & quantity data and other information needed for analysis
Proposed standard operation procedures (SOPs) and strictly implemented to improve service to clients and lessen the financial risk of the company
Provided employees’ KPIs (based on Attitude, Quality, Quantity, Attendance and Job Knowledge) for their performance incentives and appraisals with agreed & fair judgement and transparent computation
Conducted investigations to employees work errors/variances and gave sanctions based on the fair and understandable judgement.
Directly reported to the Operations Manager and worked closely with the Operations Leads and Assistant Managers about business operations, staff performance, analysis, and reports.
Continuous revision, improvement and adaptation to work flows based on the staff and company needs
Oversee the performance of operations handled through data analysis.