Quality Assurance (Customer Service/Contact Center/Call Center)

Phúc lợi
Laptop
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Phụ cấp thâm niên
Nghỉ phép năm
Mô tả Công việc
QA(OPS) will be directly responsible for tasks including (but not limited to):
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
Training CSR's on soft skills, call handling, ticket handling, and communication skills
Providing report and analysis on quality progress to HOCS
Training CSR on new implementations and process changes.
Analyze the root cause of the issue and able to design an 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.
Manage project performance to achieve KPIs of productivity, CSAT, CQM
Yêu Cầu Công Việc
At least 1-year experience QA/ QC in customer service/ call center/ contact center environment
Good at English
Intermediate to advanced reporting skills
Excellent ability to identify and analyze data for trends
Experience in providing performance feedback
Experience managing and driving team calibration to QA requirement
Thông tin khác
Bằng cấp:
Cao đẳng
Thời gian thử việc: 2 tháng
Độ tuổi:
22 - 30
Phúc lợi:
Phúc lợi:
- Attractive Salary and Benefits
- 13th-month salary
- Performance bonus twice a year
- Performance appraisals every year
- Annual health checkup
- Compliance fully to Vietnam labor code
- Company trip, team-building events,...