Quality Assurance Manager will be reporting to the Country Managing Director

Responsible for regular internal and client audits, call monitoring and assessment of file by mediators to review quality and standard

In charge of yearly OSPAR (Outsourced Service Provider’s Audit Report) and setting up SOP and policies for Personal Data Protection Act (PDPA)

Organise training programs for new recruits, monthly refresher programs to showcase best practices in client communication and negotiation skills, quarterly training on file management and use of technology.

Assist in the Evaluation Program to understand the cause of critical issues and provide actionable solutions

Work closely with the Head of Operations and Management team to improve service standards. Assist with additional tasks and ad-hoc projects assigned by Country Managing Director

Qualifications required: Bachelor’s Degree with a minimum of six years of work experience in Quality Assurance.  Familiar with the Collections system, Quality Assurance Metrics, Best Practices and Personal Data Protection Act (PDPA). Efficient English skills and willingness to go on-site or travel as needed.