Quality Assurance Officer / Chuyên Viên Kiểm Soát Chất Lượng Dịch Vụ Khách Hàng

Report to: Quality Assurance Manager
Key Accountabilities
Quality Assurance (80%):
- Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
- Assure CS frontline being operated and providing services following approved procedures and guidelines.
- Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.
- Conduct training/ refresh training for CS staff.
- Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.
- Co-operate with relevant Departments on improving Customer care services.
- Involves in customer onsite visit when handling the customer's complaints, customer's care and Investigation cases etc.
Back-up force for CS frontline & involves in customer visits (10%): Plays the roles of back-up force for CS frontline when needed
Others (10%)
- Work closely with the sales force.
- Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
- Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
- Perform other tasks as assigned from time to time
Benefit
- Competitive salary (100% salary during probation).
- Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
- Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
- Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
- Gifts for new comers and on special occasions
- Modern facilities in the spacious office
- 15 Annual leaves