Chuyên Viên Kiểm Soát Chất Lượng Cuộc Gọi (Quality Assurance)

Ensure contact reason categories are tagged correctly
Train Agents on soft skills, call handling, and communication skills, new implementations, and process changes
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
Analyze the root cause of the issue and be able to design an action plan.
Test products and procedures to establish functionality and effectiveness.
Provide report and analysis on quality progress
Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
Remarks to improve their communication and overall quality performance
Attend calibration and meetings to ensure requirements are on par
Ensure recoveries are done
Other duties as assigned
Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.
Generation process and guidelines for Agents to adhere
Manage BPO performance to achieve KPIs

At least 6 months- 1 year experience in QA/QC position, knowledge of Contact Center/Telesales methodologies and operational principles is a plus
Excellent communication skills – Analytical, able to analyze data and draw insights.
English skill: fluent, presentation
High level of accuracy and attention to detail
Advanced knowledge of MS products, particularly Excel

Position promotion, salary increase: once/year
Activities: Birthday party, Employee engagement activities
Salary: negotiation
13th month salary, Bonuses, gifts for Holidays
Insurances followed Vietnamese Labor Law
Periodical bonus: twice/year

Cập nhật gần nhất lúc: 2024-07-18 01:55:03