Job Description
- 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 their communication and overall quality performance.
- Training CSRs on soft skills, call handling, ticket handling, and communication skills.
- Providing reports and analyses on quality progress to HOCS.
- Ensuring contact reason categories are tagged correctly.
- Generating processes and guidelines for CSRs to adhere to.
- 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 an 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, and CQM.
- At least 1-year of experience in a 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 skills.
- Preferably from a voice process.
- People-oriented mindset 1 year of experience in the same position.
Skills
Quality Assurance
Benefits
- Salary: Up to 18.000.000 Gross.
- Periodical bonus: twice/year.
- Position promotion, salary increase: once/per year.
- 13th-month salary.
- Insurances followed Vietnamese Labor Law.
- Bonuses, gifts for Holidays.
- Activities: Birthday party, Employee engagement activities.
- Service time: Official time and based on Project time.
Career
Ho Chi Minh
101-300 employees
https://freec.asia/
HRTech
IT/ Web
About
freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam
Working Address
Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMView map