Agoda - Regional Customer Service Manager - Quality Assurance (Bangkok or Kuala Lumpur based)
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Requirements
• 5+ years’ experience in customer service/contact center organizations with progressive responsibility; 4+ years in leadership of QA or quality programs. • Strong experience turning quality data into business actions, presenting to senior stakeholders and driving cross functional change. • Demonstrable experience managing distributed/virtual teams across multiple countries. • Proficient in designing QA frameworks, scorecards and governance for multi-channel contact centers (voice, chat, email, social). • Advanced competency with data analysis and visualization (Excel, BI tools); comfortable building dashboards and presenting executive summaries. • Excellent stakeholder management, influencing and communication skills in English. • Proven problem-solving skills, prioritization and ability to run multiple initiatives concurrently. • Comfortable with ambiguity and driving outcomes in fastpaced environments. • Strongly Preferred • Strongly Preferred • Experience with contact center platforms (Genesys, Verint, or equivalent). • Working knowledge of SQL or experience partnering closely with analytics/data teams. • Experience implementing automation in QA workflows (RPA, reporting automation, integration with QA tools). • Track record of improving CSAT/FCR through QA-led programmes. • What We Value • Strategic, data-driven, action oriented mindset focused on impact and measurable outcomes. • Collaborative leader who builds trust across operations, analytics and product teams. • Curious and experimental, advocates testing, measurement and continuous improvement. • High standards for quality, while enabling frontline teams to succeed.
Responsibilities
• Lead and scale a global QA function (~60 FTE across multiple countries), setting strategy, priorities and standards for QA across all CEG funnels. • Design, evolve and automate QA frameworks, scorecards and measurement approaches that deliver clear, actionable insights tied to business KPIs (CSAT, NPS, FCR, AHT, quality adherence, cost-to-serve). • Own insight delivery: convert QA findings into prioritized opportunities, business cases and recommended interventions (training, SOP changes, tooling, staffing). • Drive cross functional stakeholder engagement with CST, AST, RTA, B2B, Workforce Planning and Product to ensure QA insights translate into implementation and outcomes. • Build and maintain executive grade reporting dashboards and cadence (daily/weekly/monthly) that surface trends, risk areas, remediation status and ROI of quality initiatives. • Lead root cause analysis for systemic customer experience issues and coordinate resolution end-to-end with accountable teams. • Influence operational strategy and continuous improvement initiatives by embedding QA as a decision driver for policy, process and automation changes. • Define QA governance, compliance monitoring and audit readiness across local and international operations; escalate and close gaps where required. • Foster a high-performance QA culture: lead calibration, standards alignment, coaching for QA managers/analysts, and career development for the team. • Champion efficient workflows: identify and implement automation and tooling (reporting, sampling, workflow) to scale QA impact and reduce manual effort. • Represent QA in cross CEG leadership forums, present insights to senior stakeholders, and advocate for customer centric tradeoffs. • What Success Looks Like • QA insights routinely inform priority operational changes across CST, AST, RTA and B2B. • Measurable improvements in CSAT/FCR/AHT tied to QA-led initiatives. • Reliable, trusted reporting used by ops and leadership to make decisions. • Faster time-to-resolution for recurring customer issues through coordinated root cause remediation. • High engagement and capability growth within the global QA team.
Benefits
• Onsite position in Bangkok or Kuala Lumpur – we work in a hybrid setup with 2-3 days in office and remaining working from home. Relocation package available for the right candidate. • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
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