Operation Lead Regional (Quality Assurance)

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Business Support Analyst (Quality Assurance) to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibility

• Monitor operational processes and team interactions to ensure accuracy, compliance, efficiency, and adherence to company quality assurance standards and procedures;

• Work closely with Operations, Team Leaders, and Training teams to improve customer experience and operational efficiency;

• Provide timely feedback and coaching points to agents and team leaders for performance improvement;

• Prepare and consolidate daily, weekly, and monthly QA reports and scorecards;

• Identify performance trends, gaps, and recurring issues, and recommend improvement plans;

• Conduct call calibrations with stakeholders to ensure scoring consistency and fairness;

• Assist in investigating customer complaints and service-related issues when required;

• Ensure all activities comply with internal policies, regulatory requirements, and call centre and collection guidelines.

Requirements

• Diploma or Degree in Business Administration, Communications, or related field;

• Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environment;

• Experience in evaluating calls and preparing QA reports is an advantage;

• Strong communication and interpersonal skills;

• Good analytical and problem-solving abilities;

• Proficient in Microsoft Excel, Word, and reporting tools;

• Able to work independently and collaboratively in a fast-paced environment;

• Strong attention to detail and ability to maintain confidentiality.