Mô tả công việc
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.
Yêu cầu
Have at least 1 year experience in QA in BPO, Contact center industry.
Excellent speaking and writing in English.
Experience in managing quality performance targets desired.
Strong determination for KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Excellent oral, written, and interpersonal communication skill.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Quyền lợi
Salary range: Up to 20,000,000 gross.
Salary at 100% during the probationary period.
90% contribution of the gross salary to social insurance.
An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.
20 days leave (12 days of annual leave and 8 days of sick leave).
Training will be offered.
Full working equipment will be provided Annual Health Checkup.
Activities: Birthday party, Employee engagement activities.
Bảo hiểm sức khỏe, Bảo hiểm xã hội, Khám sức khỏe định kỳ
Thông tin khác
Địa điểm làm việc
- Hà Nội: Tòa nhà Lancaster Luminaire, 1152-1154 đường Láng, Phường Láng Thượng, Quận Đống Đa, TP Hà Nội, Đống Đa