3h ago
Regional Customer Service Manager - Quality Assurance
Bangkok, Kuala Lumpur
full-timemanagertravel Visa Sponsor
Description
You will lead Agoda's global QA function for multichannel customer service operations, translating QA data into actionable insights to improve customer experience, efficiency, and compliance. You'll design QA frameworks, drive cross-functional stakeholder engagement, and ensure insights lead to real implementation.
Responsibilities
- Lead and scale a global QA function of ~60 FTE across multiple countries
- Design, evolve, and automate QA frameworks tied to business KPIs
- Convert QA findings into prioritized opportunities and business cases
- Drive cross-functional stakeholder engagement with CST, AST, RTA, B2B, and Product
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