Chuyên Viên Quản Lý Chất Lượng Cuộc Gọi (QA) - Lương Tới 20 Triệu - Hà Nội

Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goal
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Be responsible for physical compliance audits and maintain zero compliance issues in the team.
Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc)
AVAILABLE TO WORK ROTATION SHIFT ON-SITE ( 10PM-7AM )
Key measure:
Successful implementation of process improvements.
A common quality language regarding processes and improvements used in the organization.
Knowledge of key principles of quality management distributed in the organization.