Associate Manager, Quality Assurance (Customer Experience)



Customer Service, Quality Assurance
Melbourne, FL, USA
Posted on Thursday, January 18, 2024

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

What you’ll do:

  • Manages and oversees daily operations of the quality assurance team

  • Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback

  • Monitors and analyses 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 of improvement for quality assurance workflows, processes and procedures

  • Prepares regular management and technical reports, and provides suggestions for improvement based on data analysis

  • Performs competitor analysis and suggests areas of improvement on internal and/or external processes

  • Oversee facilitation and effectiveness of customer service agent coaching methods and approaches

  • Integrate customer feedback into the QA process to gain insights into customer perceptions and expectations

  • Conduct regular training session to ensure QA analysts are meet expectations on quality standards and procedures

  • Communicate QA goals, expectations and results to Operation teams and management

  • Collaborate with relevant departments to implement process improvement based on QA findings

  • Identify and recommend enhancement to customer service procedures and workflows

What you'll need:

  • Preferably Degree qualification and above

  • 4-5 years of working experience in service quality/ call centre or equivalent

  • Having supervisory experience is an added advantage

  • Proficient in both Chinese Mandarin and English (both verbal and written)

  • Proficient in Microsoft Office and Google Suite applications

  • Able to work shifts (including weekends, public holidays, overnight)

  • 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.