Key Responsibilities:
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BPO Quality & Service Delivery
- Coordinate outsourced BPO service operations and monitor delivery against agreed requirements and KPIs.
- Monitor service performance across hotline, online, ticketing, outbound calls, email and social media channels.
- Conduct and oversee conversation quality reviews to identify service and operational issues.
- Track quality and performance outcomes and drive corrective actions where required.
Quality Analysis & Improvement
- Analyse quality results and operational data to identify recurring issues and performance gaps.
- Identify root causes affecting service quality and customer experience.
- Develop practical improvement actions based on quality findings and operational data.
- Monitor implementation and measure the effectiveness of improvement initiatives.
Operational Issue Resolution
- Identify operational bottlenecks and service delivery issues.
- Coordinate internal teams and external BPO partners to resolve issues efficiently.
- Follow actions through to completion and ensure operational problems are properly closed.
- Escalate significant service or performance issues where appropriate.
Process & Efficiency
- Review customer service workflows and identify opportunities to improve efficiency.
- Drive process optimisation across outsourced service operations.
- Support the introduction of new tools and automation opportunities.
- Identify opportunities to reduce operating costs while maintaining service quality.
Performance Management
- Monitor service quality, delivery and operational performance indicators.
- Use data to identify trends and improvement priorities.
- Support performance reviews with BPO service partners.
- Maintain a strong results-focused approach to service delivery and quality improvement.
Key Requirements:
- At least 1 year of experience in BPO management, supervision, quality operations or a related role.
- Good understanding of large-scale contact centre / BPO operating models.
- Experience in call monitoring, conversation quality review, quality assurance or service performance management.
- Strong data analysis capability with the ability to identify operational trends and root causes.
- Experience working with service KPIs and outsourced service providers.
- Strong problem-solving and process improvement capability.
- Ability to coordinate multiple internal and external stakeholders.
- Proactive, logical and results-focused with strong ownership and execution skills.
- Bachelor’s degree or above.
- Fluent Mandarin is required.
- Professional English suitable for business communication is required.
- Experience within logistics, internet or another high-volume customer service environment would be highly regarded.
Email tammy.chiu@brilliantalent.com.au or contact (+61) 04 6739 700 to discuss this role further.