Quality Assurance (QA) - English speaking

Quality Assurance (QA)-English speaking

-Location: Bangkok, Thailand (Singha Complex)

-Employment Type: Full-Time

-Working Hours: Working hours will operate on a 24/7 rotational shift schedule, Monday to Sunday, with 2 days off per week.

*Final shift arrangement is subject to confirmation based on operational and client requirements.

Project Example: Airline Customer Support Project (International Market) This role supports an airline customer service program handling voice and nonvoice inquiries for overseas end users.

Position Overview

Responsible for monitoring and evaluating service quality across voice and nonvoice channels. Ensures compliance with operational KPIs, SLA standards, and continuous improvement initiatives.

Key Responsibilities

• Conduct quality audits and evaluate customer interactions.
• Perform root cause analysis and identify service gaps.
• Prepare QA reports and trend analysis.
• Lead calibration sessions with Operations and Training teams.
• Support client quality reviews and improvement initiatives.

Requirements

• Bachelor's degree or equivalent.
• Minimum 1 year QA experience in contact center environment preferred.
• Strong analytical and reporting skills.
• Experience in airline or travel industry is an advantage.

Language Requirement

- Business level English (C1 level and above)