Junior Quality Assurance Specialist (Customer Service/ Call Center)

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

Training agent on new implementations and process changes.
Providing report and analysis on quality progress to Manager/Head.
Support team to build SOP.
Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
Providing feedback and coaching based on quality audits, complaints, and patient/doctors’s satisfaction.
Manage team performance to achieve KPIs of CSAT, CQM.
Identifying operational / training issues and helping team in fixing these gaps.
Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
Support ad- hoc audits.
Training agent on soft skills, call handling, ticket handling, and communication skills.
Ensuring 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 able to design an action plan.
Participating in internal & external calibrations.
Ensuring that internal policies, procedures, and compliance regulations are being followed

Good at English.
Willing to travel across HCMC and provinces to perform center audits.
Pro- active, hardworking and detail oriented.
Be able to adapt to the needs of a growing business through ad- hoc support and/or changes to the work requirements.
Excellent ability to identify and analyze data for trends.
Experience managing and driving team calibration to QA requirement.
Intermediate to advanced reporting skills.
At least 1- year experience QA/ QC in customer service/ call center/ contact center environment.
Experience in providing performance feedback.

Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-10-14 11:40:03