- Managed a team of 15 Quality Auditors across North Asia- Cross-functional leader- Act as onsite POC (managing 30 seats capacity)- Experienced in UAT for newly setup ODC and relevant transition process.Achievements:- 2022 Best Team Leader - North APAC- 2022 Rookie Team Lead - Global- 2023 Best Team Leader - Q2Certification:- Coaching Tactics

- Client’s certified Trainer.- Act as 2nd level Quality Auditor.- Supporting Taiwan market project.- Expert in content review and quality audits- Cross check audits are meeting quality guidelines and compliance requirements.- Work closely with clients and vendors to make sure audits logic are aligned on a weekly basis.- Conduct training and nesting for new hire QAs.Achievements:- Overall Top Performer Aug 2021- Overall Top Performer Q3 2021- Best in Quality Nov 2021

- Work among teams on improvement in case handling efficiency- Drive improvement of individual and team Quality results- Conduct re-audit monitoring to maintain consistency across all channels- Completion of required transaction monitoring volumes, provision of the feedback and entry of results- Provide daily and weekly DSAT reports- Participate in calibration sessions with Client and internal personnel- Frequent meetings with Clients to share Quality metrics and actions taken to drive improvement- Conduct Quality talk to new hires- Handle ad hoc task that assigned by Superior

- In charge of Taiwan and Hong Kong market quality audits.- Participate team calibration to ensure work alignment on quality evaluation.- RCA on agents performance to come out with effective action item.- Conduct coaching with agents to identify failure root cause and provide necessary action item for quality improvement.- Audit quality reviews to ensure target are met on the timeline given for a team of 15-20 agents.- Participate in call calibration with client and other vendors to ensure marking are aligned.- Provide action plans to improve quality based on root cause analysis.- Preparation and present business reviews in weekly, monthly and quarterly basis.- Participate in candidates interview process.- Create and design mock call scenarios and assessment for new hires.- Conduct post nesting for new hires.