Mô tả công việc
• Conduct regular QA monitoring and quality assessments across Voice, Omni Chat and other customer service channels.
• Evaluate agent performance against defined QA criteria, Work Standards, SOPs and service standards.
• Identify quality gaps, recurring errors and potential compliance risks.
• Analyze QA results and provide root-cause analysis and improvement recommendations.
• Prepare periodic QA reports, quality trends and management insights.
• Coordinate with Team Leaders and relevant teams on corrective actions and follow-up.
• Support the development and continuous improvement of QA criteria, scorecards and quality monitoring methodology.
• Conduct calibration sessions to ensure consistency in quality assessment.
• Provide feedback and coaching recommendations based on QA findings.
• Support QMS and customer experience improvement initiatives.
Yêu cầu
• Working Experience: 1+ years of experience in QA/QC, Contact Center Quality, Customer Service or Banking Operations.
• Strong understanding of customer service quality and operational processes.
• Experience in QA monitoring, calibration and quality analysis.
• Strong analytical, reporting and problem-solving skills.
• Good communication and stakeholder management skills.
• High attention to detail and strong sense of accountability.
• Proficient in Excel and PowerPoint.
Quyền lợi
Bảo hiểm
Phụ cấp
Thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Chế độ nghỉ phép
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