QA Supervisor (Call Center) - Technology

Location:
Ho Chi Minh City
All
Work Type:
Permanent
Salary:
to
Supervisor for Call Center will work closely with Counterpart, Supervisors, Team leader to evaluate employee key performance indicators and identify training needs and development opportunities. Ensure individual and company goals are met, maintain reports and provide analysis of performance.
· Supervisor will work closely with Counterpart, Supervisors, Team leader to evaluate employee key performance indicators and identify training needs and development opportunities. Ensure individual and company goals are met, maintain reports and provide analysis of performance.
· Provide support and coaching of associates as they advance in the path to succeed.
· Analyze reports related to the quality of Customer Contact Center in order to ensure the achievement of quality KPI. Completes operational requirements by scheduling and assigning administrative projects, expediting work results.
· Respond to the project all the requested information on behalf of The Quality Assurance Department.
· Censorship all QA knowledge examinations and take main responsibility for the operation of QA.
· Collaborate with Contact Centre Team Leaders, Management of partner/Customer to review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues as well as improvement performance.
· Manage call center performance reporting from G-doc, excel and a variety of systems, formatting and analyzing data on a daily basis to create dashboards and relate the data to performance.
· Lead by providing training, development and coaching to internal CS team as need be.

Requirements
· 1+ year exp in QA/trainer in Callcenter
· 1+ year exp as Team Lead in Callcenter
· Good at English
· Strong personality and leadership
· Experience in managing to performance targets desired
· Project management experience, able to work independently on multiple concurrent initiatives
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Reference Number:
536656
Contact Details:
HR D
Profession:
Technology > Telecommunications
Company:
International BPO Company