Mô tả công việc
The Role
The responsibility of the Sr. SME, Operations is responsible for providing policy expertise, operational support, and guidance to moderation teams within a fast-paced BPO environment.
Duties and Responsibilities
• Serve as the primary point of contact for policy-related questions and escalations from moderators and Team Leaders.
• Review and resolve complex, sensitive, or high-risk moderation cases.
• Support quality improvement initiatives by identifying recurring moderation errors and policy gaps.
• Conduct case reviews and provide guidance to improve moderation accuracy and consistency.
• Work closely with Operations, QA, Training, and Policy teams to ensure alignment across functions.
• Escalate policy ambiguities or emerging risks to relevant stakeholders.
• Monitor daily operational trends and flag potential risks or process issues.
• Support Team Leaders in driving KPI achievement including quality, productivity, and SLA adherence.
Yêu cầu
• Bachelor's or Associate's graduate with 1-2 years of working experience
• Ability to motivate teams and rally the group toward organizational goals.
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Strong knowledge of cultural context in the user countries supported.
• Good knowledge of language of the countries supported is an advantage.
• Flexible 24/7 environment
Quyền lợi
Thưởng
KPI Performances
Thông tin khác
NGÀY ĐĂNG
24/07/2026
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng - Call Center
KỸ NĂNG
Call Center, Operations Management, Customer Service Management, BPO Operations
LĨNH VỰC
Hàng tiêu dùng
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
1
QUỐC TỊCH
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Thông tin chung
Nơi làm việc
- TechValley Building, Quang Trung Software City, Trung My Tay Ward, Ho Chi Minh City
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 23/08/2026
