1. 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 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
2. Job requirement
- 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 proces
- People oriented mindset
3. Salary and benefit
- Salary: VND 17.500.000
- 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, team building, company trip, etn.
4. Working place: Tan Binh District, HCMC
5. Contact - Liên hệ:
- Send your CV to: cv@rbox.com.vn
- Hotline: 0867.597.533
