OPERATIONS QUALITY & PERFORMANCE AUDITOR

ABOUT SAVYU VIETNAM
Savyu, an e-commerce infrastructure operating [protected info], was established in 2018 by top industry-ranked professionals.
Savyu offers a dynamic and rapidly growing complete solution that caters to the needs of F&B merchants, encompassing table reservations, food delivery, in-store QR Code ordering, payments, loyalty programs, and marketing services. We are dedicated to providing exceptional service to our customers and ensuring the efficient delivery of delicious meals from our partner restaurants to their doorsteps, maintaining the highest quality standards.
JOB DESCRIPTION
Ensure transparency and accuracy in the KPI policy of the Customer Success (RMS) and Sales teams. This position is responsible for establishing, tracking, measuring, and controlling quality (Quality) and productivity (Productivity/Quantity) based on data. You will utilize AI tools (AI-Agent) to automate and optimize the auditing process, contributing to enhancing overall operational efficiency.
Note: This is a Tech-Ops role, not an administrative or data entry position. We prioritize candidates with a strong automation mindset, as this role requires leveraging technology to solve operational challenges rather than just manual auditing.
KEY RESPONSIBILITIES
Audit System Setup & Operation: Build processes, maintain the inspection system, and accept monthly KPI sheets; calculate KPI bonus/penalty rates.
Performance Control (Quantity & Efficiency): Monitor SLA compliance response times, Google Maps activation progress; reconcile work output (orders, menu, onboarding).
Quality Control (Quality & SOP Compliance): Perform random and periodic evaluations; ensure error rate is below 5% for sensitive tasks; review SOP compliance.
AI Application & Data Analysis: Use AI/Automation to automate reports and conversation analysis; extract data from CMS; build visual Dashboards to report to Management weekly/monthly.
Coaching & Feedback: Conduct coaching sessions and provide constructive feedback to the CS and Sales teams based on audit findings to minimize recurring errors and improve service quality.
Process Improvement: Analyze audit results to identify process bottlenecks and collaborate with Operations Manager to update/refine standard operating procedures (SOPs).
Ad-hoc Support: Handle ad-hoc audit requests and deep-dive investigations into specific incidents or customer complaints to ensure data integrity and service reliability.
JOB REQUIREMENTS
Experience: Minimum 01 year in roles such as QA/QC, Operations Analyst, Data Analyst Junior, or Performance Coordinator.
Professional Skills:
Data Analysis: Proficient in Google Sheets/Excel (Pivot Table, VLOOKUP, XLOOKUP); candidates familiar with Power BI/Looker Studio are preferred.
AI & Automation Mindset: Ability to work flexibly with AI tools (ChatGPT, Claude, Gemini) to optimize daily work.
Quality Control: Detail-oriented mindset, careful, sharp with metrics and processes.
Problem-Solving & Process Improvement Mindset: Root cause analysis skills and a proactive mindset to suggest process improvements, not just report errors.
Data Storytelling & Visualization: Ability to translate complex data into actionable insights and clear visual reports for management.
Soft Skills: Objective mindset, transparent, confidential with information, and good communication skills with stakeholders.
Attributes: Young, dynamic, creative, and possessing a high spirit of learning.
Language: Proficiency in English is a MUST, with certifications is preferred.
Pressure & Time Management: Ability to work effectively under pressure, especially during monthly KPI closing periods.
Influencing & Conflict Resolution Skills: Strong interpersonal and persuasion skills to discuss audit findings and resolve disputes regarding KPI results professionally.
BENEFITS
Income (Gross): 10,000,000 - 13,000,000 VND/month (Negotiable based on actual capability).
Salary review: Once a year
Benefits: Performance bonus according to company policy; full social insurance (SHUI) packages according to law regulations, free parking fee.
Environment: Open, young and prioritizing advanced AI technology application, career growth opportunities in AI-Agent skills and Operations & Data.