1. Act as guardian of Tens QA (Quality Assurance) standards and processes.

Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:

- Selecting calls and requests to be monitored each month- Setting up call and request monitoring tasks to be completed in each team

- Working with the allocator to ensure these are delegated and completed on time

Organize and manage call listening sessions directly with Client

Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team

2. To lead the process for complaint management and feedback logging

Ensures complaints are managed within SLA and within individual teams

Manage any complaint raised by a corporate contact, providing an analysis and summary of any process changes

Lead on decreasing our levels of negative feedback by owning the process for ensuring the accurate record and log negative feedback from members, allowing us to learn from mistakes and ensure improvements are made by all service delivery teams.

3. Report to the corporates and business on QA and member feedback trends to drive service improvements

4. Identify opportunities and work with the training & OPS teams to drive service improvements Coach TMs/LMs on client requirements for service improvement- Ongoing, weekly specialist team huddles for specific updates on SI

5. Deliver corporate program training to new starters and existing team members, through a combination of eLearning, classroom-based and practical sessions

Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs Collaborate with the Account Managers and Americas Training Team to adapt and create training materials for clients.

Liaise with the operations teams to determine program training required for existing team members and new starters prior to onboarding

Create schedules for all corporate program training, ensuring eLearning is assigned and classroom sessions are booked Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios

Put in place a sign-off structure so that LMs can be approved before taking live calls

Introduce new employees to key stakeholders of corporate programs (e.g. Account Managers) and facilitate on job learning through shadowing experts working on the programs

Location: Tan Binh, HCMC