RESPONSIBILITIES

• Manage team in Quality Assurance.
• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards.
• Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance.
• Training CSR’s on soft skills, call handling, ticket handling, and communication skills.
• Providing report and analysis on quality progress to HOCS.
• Ensuring contact reason categories are tagged correctly.
• Generating process and guidelines for CSR’s to adhere.
• Ensuring recoveries are done.
• Attending calibration and meetings to ensure requirements are on par.
• Training CSR on new implementations and process changes.
• Analyze the root cause of the issue and able to design action plan.
• Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM.

REQUIREMENTS

• At least 1-year experience in QA position.
• Knowledge of Contact Centre methodologies and operational principles.
• Advanced knowledge of MS products, particularly Excel.
• Excellent communication skills – Analytical.
• Able to analyze data and draw insights.
• High level of accuracy and attention to detail.
• Innovative and able to influence others.
• Excellent process knowledge.
• Interpersonal and communication skill.
• Preferably from a voice process.
• People oriented mindset1 year of experience at the same position.

BENEFITS

• Periodical bonus: twice/year.
• Position promotion, salary increase: once/year.
• 13th month salary.
• Insurances followed Vietnamese Labor Law.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Employee engagement activities Competitive salary.