A Quality Leader plays a crucial role in ensuring that services adhere to consistent standards. He / she

develops and implements quality management strategies, policies, and procedures to ensure that the project

fulfills both internal and external requirements, including quality compliance and customer expectations.

[1] - Job requirements:

KPIs (40%)

KPIs driving the project include, but are not limited to, DSAT, CSAT, NPIs, and APIs, with the possibility of adjustments to align with market trends.

Monitor and ensure that KPIs meet the Partner's expectations.

Take proactive measures to provide solutions that enhance quality.

Propose utilization procedures that benefit the project with a focus on quality.

Training (15%)

Conduct onboarding training covering culture, company policies, and project guidelines.

Provide training in production and soft skills.

Ensure a high passing rate for newcomers.

Develop and update training materials

Ensure that all team members receive timely updates of knowledge on products and procedures.

Coaching (10%)

Manage coaching effectiveness by collaborating with operations to structure coaching sessions.

Work with the operations team to organize impactful coaching sessions.

Ensure all Agents and team members meet the required quantity and quality of coaching.

Management and Collaboration (15%)

Supervise the quality assurance and training team.

Ensure that all team members and agents have a clear understanding of their quality KPIs and project objectives.

Build and implement quality assessments for the project.

Make sure that every employee adheres to company policies and regulations.

Coordinate with the operations department to manage turnover ratios effectively.

Partner with other departments on different initiatives aimed at improving teamperformance.

Carry out additional tasks assigned by the line manager.

Oversee the budget and costs associated with the QA team.

Report (20%)

Report directly to the Operations Manager.

Thoroughly analyze the quality results to develop improvement plans.

Compile high-quality reports on a weekly, monthly, quarterly, and yearly basis.

[2] - Skills requirements:

Candidates of any gender with a minimum of 03 years' experience in a call center as a QA, particularly within the transportation, e-commerce, or retail industries.

Experience with global companies is an advantage.

Exceptional organizational and team leadership abilities.

Ability to adapt to various operational challenges.

Strong communication and presentation skills.

An initiative-driven mindset combined with a strong attention to detail in every task.

Competent in both collaborative team environments and independent work.

A bachelors degree or higher is required.

Proficiency in English is essential.

[3] - Report line:

Operations Manager

[4] - Working time:

From Mon Sat (08:30 17:30)

[5] - Benefits:

Engage in social security, health insurance, unemployment insurance, and trade union

activities as outlined by the Labor Law.

Take part in soft skills training and explore advancement opportunities.

Evaluate KPIs and project bonuses.

Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.

Participate in team-building activities