Senior Quality Assurance Specialist

Responsibility
Responsible for ensuring and improving the quality of Customer Service (CSR) operations through four main work groups: supporting CSR operations; quality control; building and standardizing processes; and data analysis and proposing improvements. Proactively identify problems, analyze their causes, coordinate the implementation of solutions, and monitor the effectiveness after improvements.
Mission
Customer Service Operations Support
Monitor daily customer service operations; supervise SLA/KPI metrics and promptly alert on any anomalies or potential issues that may affect service quality.
Monitor customer service metrics at the customer service department/post office such as: first response time, total complaint resolution time, missed call rate, CSAT, and related metrics for each period.
Coordinate with customer service, post offices, operations, and relevant departments to support the handling of operational issues, escalated cases, or outstanding issues affecting customers.
Manage/update the list of customer service personnel, contact persons, and operational data as assigned.
Operate, test, and support users on the CRM system within the scope of customer service operations.
Quality Control and Assurance
Develop, maintain, and update criteria/scorecards for evaluating customer service quality, tailored to each channel and business function.
Conduct sample testing and evaluate the quality of customer service interactions across channels such as calls, chat, tickets/emails, and related operations according to the plan.
Monitor the level of compliance with procedures, service standards, and the quality of work performed by personnel/units.
Record and categorize errors by cause and impact level; identify recurring errors or quality risks.
Collaborate with management/training to provide feedback on QA results, agree on evaluation standards (calibration), and recommend coaching/training when needed.
Monitor corrective actions taken after the assessment and measure the extent of quality improvement.
Process development, standardization, and improvement
Develop, standardize, and update SOPs/customer service procedures/guidelines, checklists, forms, and quality standards.
Review current processes; identify inconsistencies, overlaps, lack of control, or excessive manual operations.
Collaborate with Customer Service, Operations, Technology, and other relevant departments to design/adjust workflows and improvement solutions.
Monitor the implementation and compliance of the process after its issuance; identify any issues to further optimize it.
Evaluate the effectiveness before and after improvements based on data, SLAs/KPIs, service quality, and customer feedback.
Data analysis, reporting, and quality improvement
Collect, clean, aggregate, and analyze customer service operational data from CRM and related data sources.
Monitor and analyze metrics such as SLA, FRT, CSAT, missed call rate, complaint rate, backlog, reopening/escalation, and assigned KPIs.
Analyze data across relevant dimensions such as personnel, post offices, customers, ticket types, order journeys, error causes, and timeframes.
Conduct trend analysis, Pareto analysis, and root cause analysis for key issues.
Develop and maintain quality management reports/dashboards; provide insights, alerts, and propose action plans for management.
Monitor the progress of the action plan and measure the effectiveness after the improvements.
Conduct surveys, compile and analyze customer satisfaction/feedback levels as required.
Coordination and other tasks
Collaborate with relevant departments on programs to improve service quality and customer experience.
Prepare periodic/ad hoc reports as required by management.
Perform other tasks related to the scope of QA, quality, and improvement as assigned.
Requirements
Education
Qualifications: College degree or higher (majoring in quality management, economics, logistics, etc.)
Knowledge of customer service quality management, customer care processes, and service operations.
Understanding the quality improvement process and handling customer feedback.
Basic knowledge of data analysis and operational reporting.
Experience:
Experience: At least 2 years of experience in quality assurance in customer care, customer service, express delivery, etc.
Experience in developing processes and compiling summary reports.
Experienced in managing teams or supporting teams in their work and reporting.
Attitude
Careful, responsible, and objective in work.
Proactively improve and enhance service quality.
Customer service mindset and supportive spirit
Patience and flexibility in problem-solving.
A willingness to learn and good collaboration with relevant departments.
Skill
Proficient in using office software.
Proficient English
Assessment and problem-solving skills.
Data analysis skills and proficiency in Excel.
Proficient in Microsoft Office & Google Workspace (Excel/Google Sheets, PowerPoint, Word).
Ability to work independently and as part of a team, and to collaborate effectively within an operational environment.
Salary and benefits
Salary range: Negotiable
Benefits include: Holiday bonuses, 13th-month salary; birthday gifts; sick leave; annual company trips; holidays, annual leave, and other benefits as stipulated by labor regulations and relevant laws (Social insurance, health insurance, unemployment insurance, annual leave, etc.); working in a professional company with a young, dynamic, and friendly team, and opportunities for career advancement.
Health insurance (PVI)
Working hours
Working hours: Monday - Friday: 8am - 5 pm; Saturday: 8am-12pm (online)
Work location: 326 Vo Van Kiet Street, Cau Ong Lanh Ward, Ho Chi Minh City
Contact information:
Email: [protected info]
Hotline: [protected info]