Customer Service Quality Assurance (Night Shift)

Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non- voice.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Provides accurate and timely reports on a daily, monthly, month- to- date and year- to- date rolling basis on call quality, productivity, availability, and other key metrics as determined.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)
Be responsible for physical compliance audits and maintain zero compliance issues in the team.

Having experience/background in IT, Tech Support, high- tech projects is a big plus
Strong determination for KPI achievement.
Excellent oral, written, and interpersonal communication skill.
Excellent speaking and writing in English.
Demonstrated problem- solving skills, strategic and analytical capabilities.
Experience in managing quality performance targets desired.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Have at least 1- year experience in QA in BPO, Contact center industry.

- Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)
- Competitive salary depending on experience
- Full salary during the probationary period
- Annual Health Checkup
- 12 days of annual leave, 8 days of sick leave
- 90% contribution of the gross salary to social insurance from the company side
- For employees working night shift: PVI insurance cover 24/7, night shift meal allowance and 30% allowance on gross salary

Cập nhật gần nhất lúc: 2024-04-18 03:25:37