Job Description:

• Review agents’ interaction/cases across all contact touchpoints to measure teams’ performance and track customer support quality.
• Contribute to calibration sessions to evaluate agent performance.
• Identify lapses in agents’ performance and provide constructive feedback for improvement.
• Engage in customer listening to identify customer pain points and expectations.
• Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
• Can conduct QA report base on the scoring result base on KPI orientation: Result, Root Cause and Action need
• Review the performance appraisal and organize the discussion of Individual Development Plan

Job Requirement:

• Graduated from College or above.
• Fluent in English & Chinese both written and spoken (TOEIC 650 for English and HSK4 for Chinese) or the same level
• Minimum 6 months years of experience in QA role (specialized in BPO industry)
• SOP and customer-oriented
• Strong attention to detail
• Can work under high workload of reading with high accuracy
• Excellent computer skills with MS Office
• Willing to work on Saturday/Sunday and national holidays
• Willing to work overtime if needed

• 13th-month salary.
• Insurance followed Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Periodical bonus: twice/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.
• Meal allowance, transport allowance & parking fee.
• Service time: willing to work under shifting mode (6am – 2pm, 2pm – 10pm)