Maintain and develop internal quality standards.
Assess support interactions (calls, emails, and chats) based on established quality standards.
Provide meaningful and constructive feedback during evaluation sessions.
Discuss and explain feedback with agents in regular meetings.
Analyze customer service metrics (e.g. CSAT, FRT, IQS) and evaluate how team performance impacts these KPIs.
Participate in calibration sessions to ensure consistency in internal evaluations.
Identify training and onboarding needs and initiate relevant programs and projects.
Create reports that reflect agent performance and quality trends.
Perform other duties as assigned by the Senior Manager/Director
Yêu cầu
Diploma or Bachelor's Degree.
At least 2 years of experience in Customer Service Quality Assurance (QA);
experience in a call center environment is a strong advantage.
Good command of English and proficiency in basic computer applications, including Outlook, Microsoft Word, and Excel.
Strong self-motivation with the ability to work independently, demonstrate punctuality, pay close attention to detail, and manage multiple tasks effectively.
Positive and outgoing personality with an excellent attendance record.
Strong multitasking, prioritization, and time management skills.
Quyền lợi
12 annual leave days (Unused leave days will be compensated in the December payroll).
11 public holidays in accordance with Vietnamese labor regulations.
Social insurance coverage (BHXH, BHTN, BHYT) in compliance with Vietnamese labor law, effective immediately upon signing the official labor contract.
Union benefits, including birthday gifts, International Women's Day gifts, funeral support, sick leave visits, maternity support, and other employee welfare programs.
Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company continues to expand rapidly, employees have excellent opportunities for career advancement.
Career Mobility: Opportunities to transfer to other positions or departments based on individual capabilities and career aspirations.
US Headquarters Rotation Program: High-performing employees may have the opportunity to rotate to the company's US headquarters for valuable international experience and professional development.
Thông tin chung