Analyst, Quality Assurance
Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn’t this exciting?!
It certainly is for our international community of over 1,200 employees, based in over 20 locations globally! Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?
What you will do
Manages and oversees daily operations of the In-House Quality Assurance team
Be the liaison and work closing with BPO partners on quality standard and operational related matters.
Guides the QA team members on expectations and continuous improvement
Monitors and analyzes quality parameters to generate necessary changes and solutions in coordination with customer service operations
Develops, implements and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards
Identifies opportunities improvement of QA team and Customer Service Operations workflows, processes and procedures
Prepare regular management and technical reports, and provide suggestions for improvement based on analysis of data
Completes additional tasks and projects as assigned
What you'll need?
Preferably Degree qualification and above
Minimum 2 years of working experience as Quality Assurance Specialist in contact centre environment.
Having supervisory experience is an added advantage
Proficient in both Mandarin and English (both verbal and written)
Proficient in Microsoft Office and Google Suite applications
Able to work shifts (including weekends, public holidays, GY)
Strong in data analysis, presentations and project management
Strong written and verbal communication skills to communicate clearly and effectively with internal and external stakeholders
Able to work both independently and collaboratively in a team environment
Keen attention to detail in completing tasks accurately and thoroughly
Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.
Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.
An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.