Mô tả công việc
• Support and monitor Branch Customer Service quality to ensure consistent customer service standards across branches.
• Develop, maintain and continuously improve QMS, service standards, guidelines and quality control mechanisms.
• Conduct QA/QC activities, including service quality reviews, monitoring, sampling and compliance checks.
• Analyze quality findings, customer feedback and operational data to identify service gaps, root causes and improvement opportunities.
• Coordinate with Branches and relevant CSC teams to implement corrective actions and follow up on improvement plans.
• Prepare periodic QA/QC and QMS reports, highlighting key findings, trends and recommendations.
• Support the development and updating of SOPs, Work Standards, checklists and quality criteria.
• Provide coaching/feedback to Branches and relevant teams based on quality assessment results.
• Support other quality improvement and operational excellence initiatives assigned by Line Manager.
Yêu cầu
• Working Experience: 2+ years of experience in Customer Service, Quality Assurance/Quality Control, QMS, Branch Service or Contact Center operations, preferably in banking/financial services.
• Gender: preferred Male
• Good understanding of customer service standards, quality management and operational processes.
• Strong analytical and problem-solving skills with attention to detail.
• Experience in QA/QC, quality monitoring, process review or service audit is preferred.
• Good communication and stakeholder management skills; able to coordinate effectively with Branches and internal departments.
• Ability to identify root causes and translate findings into practical improvement actions.
• Proficient in Microsoft Office, especially Excel and PowerPoint.
• Proactive, accountable, structured and customer-oriented.
Quyền lợi
Bảo hiểm
Phụ cấp
Thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Chế độ nghỉ phép
Thông tin chung