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Mô tả công việc
• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team.
• Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)
Key measure:
• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization
Yêu cầu
• Have at least 3-6 months experience in QA in BPO, Contact center industry.
• Excellent speaking and writing in English.
• Experience in managing quality performance targets desired.
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.
Working schedule: Fixed Night Shift: 10PM - 7AM
9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
Holiday shifts will be registered in advance
Any shift or schedule changes will be notified by the department head
Quyền lợi
Thưởng
Salary range: 16-20 millions VND
Salary at 100% during the probationary period
An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
Chăm sóc sức khoẻ
90% contribution of the gross salary to social insurance
Annual Health Checkup
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days o
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Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Công Nghệ Thông Tin/Viễn Thông > QA/QC/Software Testing
KỸ NĂNG
BPO, English Language Proficiency, Interpersonal Communication, Problem Solving, Quality Assurance
LĨNH VỰC
Phần Mềm CNTT/Dịch vụ Phần mềm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
1
QUỐC TỊCH
Người Việt Nam
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Thông tin chung
- Ngày hết hạn: [protected info]
- Thu nhập: 16tr-20tr ₫/tháng
Nơi làm việc
- 8th Floor, Lancaster Luminaire Building, No. 1152 - 1154 Lang Street, Dong Da Ward, Hanoi City
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these...
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