Mô tả công việc
* General:
- Ensure Quality Monitoring is performed to improve overall quality performance per project standards.
* Specific:
- Conduct QA audits to ensure accuracy, compliance, and service quality.
- Provide feedback & coaching based on audit results, complaints, and satisfaction metrics.
- Support training on soft skills, communication, and new processes.
- Analyze quality trends; report results and ensure correct tagging/category usage.
- Update SOPs/guidelines and ensure recovery actions are completed.
- Join calibrations to keep scoring and requirements aligned.
- Perform root-cause analysis and recommend improvement actions.
- Track quality concerns and propose process/training changes.
- Test new features/processes to validate accuracy and usability.
- Support KPI goals including Productivity, CSAT, and CQM.
- Other duties as assigned...
Yêu cầu
- ≥ 1 years of experience developing & implementing QA programs in a call center.
- Proven ability to deliver feedback, drive quality improvements, and lead calibration alignment.
- E-commerce or online platform experience preferred.
- Proficient in MS Office/Google Workspace.
- Strong reporting, data analysis, and presentation skills.
- Good English communication.
- Strong soft skills: communication, listening, time management, multitasking, adaptability, and prioritization.
Quyền lợi
Activities: Birthday party, Town Hall, Employee engagement activities.
13th month salary, Periodical bonus: twice/year.
Meal allowance, transport allowance & parking fee...
Insurances per Vietnamese Labor Law.
Bonuses, gifts for Holidays.
Promotion opportunities, salary increase once/year.
Thông tin khác
Loại công việc
Nhân viên toàn thời gian
Cấp bậc
Nhân viên
Học vấn
Cao đẳng
Kinh nghiệm
0 - 1 năm kinh nghiệm
Giới tính
Bất kỳ
Ngành nghề
Tư vấn dịch vụ khách hàng
,
Dịch vụ khách hàng
,
Tư vấn logistics / marketing / thương mại
Thông tin chung
- Thu nhập: 14 triệu - 15 triệu
Nơi làm việc