Operation Lead Regional (Quality Assurance)

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. Responsibility • Monitor 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. Requirements • Diploma or Degree in Business Administration, Communications, or related field; • Minimum 1–3 years of experience in Quality Assurance, Call Centre, Customer Service, or Collections environment; • Experience in evaluating calls and preparing QA reports is an advantage; • Strong communication and interpersonal skills; • Good analytical and problem-solving abilities; • Proficient in Microsoft Excel, Word, and reporting tools; • Able to work independently and collaboratively in a fast-paced environment; • Strong attention to detail and ability to maintain confidentiality.