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Communicate, and analyze with Stakeholders to define clearly the business requirements of each user segment. Implement requirements but ensure it’s suitable and reasonable to satisfy the user demands/needs; Collaborate with other internal teams for cascading and/or escalations of merchants’M4B initiative-related concerns to execute service quality and risk management; Successfully translate business strategies into specific objectives/ scopes and roadmap, aligning efforts of the organizations with other stakeholders; Deliver new initiatives/solutions, implement usage initiatives targeting current and new merchant segments/ merchant behavior in the market trend on the execution of the business strategy; Manage resources, priority to assure that all requirements are supported in a cost-effective, timely manner, with a resulting high level of User satisfaction; Ensure the team provides the necessary solutions and support to internal stakeholder organizations including Business, Finance, QA, Merchant Care, Integration Force, Risk, and Legal.

Create/Modify test-related artifacts (test cases, test reports, test plans); Track and control testing progress, and report to TL about any quality problems/issues of the project; Perform all phases of testing including functional, system, and regression testing; Participate in peer review and inspect requirement documents; Prepare test data and environment as needed to complete testing assignments; Have a proactive and good work relationship with other team members; Analyze and raise the issues, and propose the solution to improve the system.

Summarize the results and create call quality analysis (based on content, processes, products) to report to Telesales Manager; Maintain close interaction with agents to create timely feedback to help agents improve their skills & performance;  Use call quality reports to support agents to propose changes / improvements to the training materials; Maintain full understanding of all internal and external products / processes to accurately assess the quality of the work done by Telesales;  Set up meetings and training to improve skills and product knowledge for Telesales; Perform other duties assigned by the Telesales Manager; Manage team in Quality Assurance;  Ensure Quality Monitoring is done to improve overall quality performance.