Chuyên Viên Giám Sát Chất Lượng Cuộc Gọi ( QA & QC )

QA(OPS) will be directly responsible for tasks including (but not limited to):

Analyze the root cause of the issue and able to design an action plan.
Training CSR’s on soft skills, call handling, ticket handling, and communication skills
Manage project performance to achieve KPIs of productivity, CSAT, CQM
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Training CSR on new implementations and process changes.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
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
Providing report and analysis on quality progress to HOCS

Intermediate to advanced reporting skills
Experience managing and driving team calibration to QA requirement
Good at English
At least 1-year experience QA/ QC in customer service/ call center/ contact center environment
Experience in providing performance feedback
Excellent ability to identify and analyze data for trends

Attractive Salary and Benefits
Company trip, team-building events,...
Performance bonus twice a year
13th-month salary
Annual health checkup
Performance appraisals every year
Compliance fully to Vietnam labor code

Cập nhật gần nhất lúc: 2022-07-03 06:22:04