- Chi tiết công việc
- Giới thiệu công ty
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc tương tự tại đây:
Mô tả công việc
Job Description:
Manage team: 5 headcounts Quality Assurance
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
Training CSR's on soft skills, call handling, ticket handling, and communication skills
Providing report and analysis on quality progress to HOCS
Ensuring contact reason categories are tagged correctly
Generating process and guidelines for CSR's to adhere
Ensuring recoveries are done
Attending calibration and meetings to ensure requirements are on par
Training CSR on new implementations and process changes.
Analyze the root cause of the issue and able to design action plan.
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Test products and procedures to establish functionality and effectiveness.
Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM
Manage team: 5 headcounts Quality Assurance
Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
Training CSR's on soft skills, call handling, ticket handling, and communication skills
Providing report and analysis on quality progress to HOCS
Ensuring contact reason categories are tagged correctly
Generating process and guidelines for CSR's to adhere
Ensuring recoveries are done
Attending calibration and meetings to ensure requirements are on par
Training CSR on new implementations and process changes.
Analyze the root cause of the issue and able to design action plan.
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Test products and procedures to establish functionality and effectiveness.
Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM
Yêu cầu công việc
2. Requirements:
At least 1-year experience in Team Lead position
At least 1-year experience in QA position
Good at English both written and spoken
Experience in BPO in a plus
Experience in managing to performance targets desired.
Working knowledge of tools, methods, and concepts of quality assurance.
Disciplined and high motivated to motivate and encourage the team for improvement.
Excellent data collection and analysis skills
• Strong attention to detail.
Benefit
13th-month salary, salary review once per year
Performance Bonus twice per year
Computer and phone are provided by the Company
Insurance and benefits according to labor law
Birthday parties, wedding gifts, trips, team building
At least 1-year experience in Team Lead position
At least 1-year experience in QA position
Good at English both written and spoken
Experience in BPO in a plus
Experience in managing to performance targets desired.
Working knowledge of tools, methods, and concepts of quality assurance.
Disciplined and high motivated to motivate and encourage the team for improvement.
Excellent data collection and analysis skills
• Strong attention to detail.
Benefit
13th-month salary, salary review once per year
Performance Bonus twice per year
Computer and phone are provided by the Company
Insurance and benefits according to labor law
Birthday parties, wedding gifts, trips, team building
Quyền lợi được hưởng
Thông tin khác
Nơi làm việc:
Hồ Chí Minh
Cấp bậc:
Trưởng nhóm / Giám sát
Kinh nghiệm: 3 - 7 Năm
Lương: 20,000,000
-
22,000,000
VND
Ngành nghề: Tiếp thị trực tuyến, Dịch vụ khách hàng, Hàng không
Hết hạn nộp: 30/12/2021
Hồ Chí Minh
Cấp bậc:
Trưởng nhóm / Giám sát
Kinh nghiệm: 3 - 7 Năm
Lương: 20,000,000
-
22,000,000
VND
Ngành nghề: Tiếp thị trực tuyến, Dịch vụ khách hàng, Hàng không
Hết hạn nộp: 30/12/2021
Nộp hồ sơ liên hệ
Bằng cấp: Đại học Độ tuổi: Không giới hạn tuổi Hình thức: Nhân viên chính thức
PersolKelly
Giới thiệu công ty
Established in 1998, First Alliances is the most well-known as the leading HR consultancy in Viet Nam. We are proud to be the pioneer and constantly...Chi tiết Established in 1998, First Alliances is the most well-known as the leading HR consultancy in Viet Nam. We are proud to be the pioneer and...
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