POSITION: Call Center Specialist
Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?
Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us!
WHO WE ARE:
Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi-lingual customer care services,
digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high-performance businesses and create long-term partnership. Our vision is to connect Vietnamese talents to global labor market demands.
In 2021, Innovature BPO was proudly recognized the "HR Asia Award, one of the best places to work for in Asia". In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we've cultivated. We're committed to continuously improving our workplace, empowering our employees, and building an even brighter future together.
For more information about us, please access [protected info]
WHAT YOU WILL BE DOING:
We are looking for a Contact Center QC/QA Specialist to support a fast-growing European e-commerce operation. This is a hands-on QA and operational role responsible for quality monitoring, knowledge base and SOP management, process improvement, reporting, and supporting Chat & Email operations when backup is required.
The ideal candidate has strong Contact Center experience, excellent written English, strong attention to detail, and the ability to turn client updates into clear Knowledge Base, SOPs, workflows, training materials, and AI-ready knowledge.
1. Quality & Performance
- Conduct regular QA checks for Chat and Email using the approved scorecard.
- Monitor quality, SLA, CSAT, FCR, productivity, and customer experience.
- Identify quality gaps, conduct root-cause analysis, and recommend improvement actions.
- Prepare weekly/monthly QA reports and track corrective actions.
- Support QA calibration and coaching activities.
2. Knowledge, SOP & Workflow
- Act as the main owner for receiving and processing client updates and operational changes.
- Create and maintain:
- Knowledge Base
- SOPs
- Workflows
- FAQs / handling guidelines
- Training materials
- Ensure information is accurate, up-to-date, and aligned with client requirements.
- Structure knowledge for both internal training and AI-assisted customer service.
- Identify and resolve knowledge or process gaps.
3. Training & Continuous Improvement
- Support training and knowledge updates for Customer Service Specialists.
- Identify opportunities to improve customer experience, process efficiency, and service quality.
- Work with the Team Leader / Operations Manager to implement improvements.
Review AI-assisted responses or processes when required and provide improvement feedback.
4. Operational Backup - Mandatory
- Provide hands-on backup for Chat and Email when required due to workload, absence, SLA risk, or urgent operational needs.
- Handle customer enquiries and escalations according to the latest SOP and Knowledge Base.
- Maintain the same quality and service standards as the Customer Service team.
WHAT WE ARE LOOKING FOR:
Must have:
- 3+ years of experience in Customer Service, Contact Center, BPO, Ecommerce, QA, or Operations.
- 1+ year in QA/QC, Team Leader, Supervisor, or equivalent senior operational role.
- Fluent English, with particularly strong written English.
- Hands-on experience with Chat and Email.
Nice to have:
- Strong understanding of QA, CSAT, FCR, SLA, productivity, and customer experience.
- Strong experience in SOP, workflow, Knowledge Base, or training documentation.
- E-commerce experience.
- Experience with Shopify, HubSpot, Slack, CRM/ticketing systems, or AI tools.
- Strong analytical, problem-solving, coaching, and communication skills.
- Detail-oriented, proactive, adaptable, and able to work independently.
- Strong ownership and ability to build and improve processes from the ground up.
- Warm, friendly, customer-focused, and willing to go the extra mile.
WORK LOCATION: 159C De Tham, Cau Ong Lanh Ward, HCMC
WORKING HOURS: 10AM-7PM (Mon-Fri)
WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
- A competitive monthly salary
- 13th month Tet bonus & bi-annual performance bonus
- 12 Annual Leaves + 2 Sick Leaves + 1 Birthday Leave
- Annual salary review
- Attractive employee awards: Employee of Year, Semi-Annual outstanding employee
- Social insurance and healthcare insurance upon Vietnam Labor Code
- PTI insurance package, and annual health check
- An open culture that spurs creativity, innovation, and inclusivity
- Diverse activities to foster relationships, including company trips, year-end party, employees' birthdays
- An open-space office, a cafeteria, and a range of modern equipment
- Other allowances from referrals and special occasions (weddings, seniority, and new-born baby)
We welcome talents to apply by Clicking "APPLY" button below
At Innovature, we are proud to be an equal opportunities employer.
We believe in making decisions about our employees' careers based solely on their ability to perform and grow within their roles, regardless of gender, nationality, ethnic origin, religion or belief, disability, age, sexual orientation, and identity.
We are committed to building a culture where every individual feels respected and valued. We strive to create an environment free from discrimination and harassment, where all voices are heard, and everyone has the opportunity to thrive.
Our dedication to fostering a diverse, equitable, inclusive, and accessible workplace is central to our mission.
Find out about our company's life here:
Youtube: innovatureconsulting1685
Fanpage: [protected info]
Tiktok: @lifeatinnovature
Linkedin: innovature-consulting