Mô tả công việc

• Manage and lead a team of Quality Assurance Analysts to ensure that all call center agents are meeting or exceeding the company's quality standards.
• Develop and implement quality control procedures to ensure that all calls are handled in a professional and efficient manner.
• Monitor and evaluate calls to identify areas for improvement in agent performance and call handling processes.
• Provide feedback and coaching to agents and team members on areas where improvement is needed.
• Collaborate with other departments to develop and implement training programs that will improve call center performance and customer satisfaction.
• Analyze data and provide reports on key performance metrics to senior management.
• Ensure that all compliance and regulatory requirements are met and maintained.

Yêu cầu ứng viên

• Bachelor's degree in a relevant field or equivalent work experience.
• Minimum of 2 years of experience in a QA leadership role in a call center environment.
• Strong understanding of call center operations and quality assurance processes.
• Excellent communication and interpersonal skills.
• Strong analytical skills with the ability to interpret and report on data.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Experience with quality assurance software and tools

Location: Tan Binh, HCMC