Job description

• Manage team: 5 headcounts Quality Assurance
• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
• Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
• Training CSRs on soft skills, call handling, ticket handling, and communication skills
• Providing report and analysis on quality progress to HOCS
• Ensuring contact reason categories are tagged correctly
• Generating process and guidelines for CSRs to adhere
• Ensuring recoveries are done
• Attending calibration and meetings to ensure requirements are on par
• Training CSR on new implementations and process changes.
• Analyze the root cause of the issue and able to design 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, DSAT, CQM
• Other duties as assigned

Job Requirement

• At least 1-year experience in Team Lead position
• At least 2 years experience in QA position
• Fluency in English
• Experience in BPO in a plus
• Experience in managing to performance targets desired.
• Working knowledge of tools, methods, and concepts of quality assurance.
• Disciplined and high motivated to motivate and encourage the team for improvement.
• Excellent data collection and analysis skills
• Strong attention to detail.

Benefit 

• 13th-month salary and project bonus
• Attractive Salary and Benefits
• Extensive coaching and training
• Performance appraisals every year
• Annual health checkup
• Compliance fully to Vietnam labor code
• Company trip, team-building events

Location: Tan Binh, HCMC