Quality Assurance Specialist Call Center - App Social Video

- Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
- Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
remarks to improve their communication and overall quality performance
- Train CSRs on soft skills, call handling, ticket handling, and communication skills
- Provide report and analysis on quality progress to HOCS
- Ensure contact reason categories are tagged correctly
- Generation process and guidelines for CSRs to adhere
- Ensure recoveries are done
- Attend calibration and meetings to ensure requirements are on par
- Train CSRs on new implementations and process changes.
- Analyze the root cause of 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.
- Test products and procedures to establish functionality and effectiveness.
- Manage BPO performance to achieve KPIs of productivity, CSAT, CQM
- Other duties as assigned
* Working place: 4 Floor, 20 Cong Hoa, Ward 12, Tan Binh District, HCMC.
* Working time: 8 hours/ day, 6 days/ week (1 day off any)
* Benefits:
- Salary: Negotiate
- Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
- Promotion opportunities
- Periodical bonus: twice/year
- Position promotion, salary increase: once/year
- 13th month salary
- Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, Employee engagement activities