Role specific skills, knowledge and experience:
Essential:
- Graduate degree
- Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification
- 8-10 years of experience in the field of quality management in customer services, back-end operations, manufacturing, or marketing
- Good understanding of quality management
- Experience of working in a highly secure environment
- Able to simultaneously manage tasks for multiple processes
- Proficient in creating and documenting procedures
- Proficient in relevant computer applications (MS Office)
- Knowledge of customer service principles and practices
- Good people and interpersonal skills to build effective relationships with all levels of professionals
- Ability to inspire and support the team with regards to the first/second level escalations
- Good communication skills
- Proactive approach with focus on problem analysis & resolution
- Ability to plan well and prioritize work
Desirable:
- Experience in implementing Six Sigma methodology
- Expertise in learning management systems and training quality assessment
- Experience in managing internal and external audits
- Strong understanding of ISO standards and compliance
- Proven track record in driving customer satisfaction
- Expertise in project management and transition management
- Knowledge of information security policies and compliance
