Chuyên viên giám sát chất lượng cuộc gọi (QA)

A global PBO company is urgently looking for a QA Specialist based in HCMC
Giving daily coaching to agents for any mistakes found (if required) from QA results
Plan, organize and conduct training programs, seminars and conferences for Customer
Service Representatives from QA results
Collect the feedback and follow the improvement fields of agents after each training session.
Conduct quality monitors and assist with new hire feedback.
Administer and evaluates training program qualification tests and determines eligibility of prospective attendees.
Prepare and distribute training aids such as instructional material, handouts, evaluation forms and visual aids; set up audiovisual equipment and make presentations when necessary.
Evaluate needs and develop new training materials and/or revises current material utilizing corporate standards to ensure the branch's training needs are met.
May be required to assist management with floor support as needed.
Keep all proprietary information of company and provided accounts confidential.