Operations Lead

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Operation Lead (Quality Assurance) to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilit

• yMonitor operational processes and team interactions to ensure accuracy, compliance, efficiency, and adherence to company quality assurance standards and procedures
• ;Work closely with Operations, Team Leaders, and Training teams to improve customer experience and operational efficiency
• ;Provide timely feedback and coaching points to agents and team leaders for performance improvement
• ;Prepare and consolidate daily, weekly, and monthly QA reports and scorecards
• ;Identify performance trends, gaps, and recurring issues, and recommend improvement plans
• ;Conduct call calibrations with stakeholders to ensure scoring consistency and fairness
• ;Assist in investigating customer complaints and service-related issues when required
• ;Ensure all activities comply with internal policies, regulatory requirements, and call centre and collection guidelines

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Requiremen

• tsDiploma or Degree in Business Administration, Communications, or related fiel
• d;Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environmen
• t;Experience in evaluating calls and preparing QA reports is an advantag
• e;Strong communication and interpersonal skill
• s;Good analytical and problem-solving abilitie
• s;Proficient in Microsoft Excel, Word, and reporting tool
• s;Able to work independently and collaboratively in a fast-paced environmen
• t;Strong attention to detail and ability to maintain confidentialit