Job Scope & Expectation

As a Training & Quality Assurance Supervisor, you will:
- be responsible for the quality of interactions between our Agent & Vendor with our Seller to meet all Client agreed upon KPIs and performance parameters.
- participate in Client monitoring and QA programs; then identify Client expectations and needs.
- obsess over the Seller experience, review Seller feedback, observe interactions in real time and then make recommendations to improve on that experience. You will analyze trends and address opportunities to proactively improve the Seller experience.
- oversee and direct quality assurance plans, also develop quality control plans for Contact Center Service Division.
- organize training and seminars for QA and Agent to keep them abreast of new policies and standards.
- work with other managers to drive initiatives and provide feedback to senior leaders on the overall health of our quality program, identify areas of development and under performance and take corrective actions.
- build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.

Job Description

- Manage Quality Assurance and Trainer team.
- Design, implement and monitor the quality and training reports formats and standards based on clients needs and expectations.
- Ensure quality reporting.
- Coordinate with Operation team to ensure all required KPIs are met.
- Work with Operation to build highly effective measurement based on data.
- Work with IT team to build the QC/QA systems, apply technologies into sampling chosen smartly and automatically.
- Design and evaluate all training programs to ensure the timeline of project implementation within project budget.
- Design and evaluate training materials to ensure the Agent will get all project knowledge without pressure and confusion.
- Coordinate with HR and Operation team to build and improve the Agent evaluation process.
- Provide feedback to section managers on training/coaching requirement for their employees.
- Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team, Trainer and Agent.
- Provide external training budget estimate for management approval and to be incorporated in companys annual budget.

Yêu cầu ứng viên

- Excellent communication skills (both verbal and written) in English
- Must have at least 3 years overall experience in Quality Management in eCommerce business or Customer Service.
- Experience with process improvement and automation (e.g., AQL, LEAN Six Sigma, Process Management, Quality Tools)
- Know how to build the training documents. A formatted and structured document people.
- Knowledge and experience of MS Office and databases.
- Must have the ability to communicate strategic plans and initiatives from Agent to Executive levels
- Strong ability to prioritize and experience with meeting multiple deadlines
- Client-facing and complex-problem-solving experience
- Certification of quality control is a strong advantage (ISO 9000)

Quyền lợi

13th month salary, annual bonus.
12 days of annual leave
Standard health check
Company trip, Year-end party, Team building
Occasion-based offerings: Birthday, wedding, maternity,
Parking support
Equipment for work (PC / laptop)

6 Thang Long, Tan Binh, Ho Chi Minh