Quality Assurance (Call Center - English Fluent)

Other tasks as assigned by the manager
Perform root cause analysis for feedback surveys, identify issues, and develop action plans.
Oversee compliance audits and ensure the team meets compliance targets to ensure high standards of discipline and accountability within the team.
Regularly review agent backlog to identify compliance, case handling, and process issues, report findings to management team promptly.
Performance tracking by reviewing key performance indicators and operational processes to provide insights into areas that require additional resources or training, thereby optimizing workload distribution, preventing backlogs and maintaining stable scorecard.
Provide accurate, timely reports on service quality, productivity, availability, and other key metrics on a daily, weekly, and monthly basis.
Conduct training on process, best practice, lesson- learnt and soft skill sharing.
Conduct recovery calls to mitigate high- risk cases, enhancing team performance.
Standardize the handling process and training materials.

From 2 years of working experience in Customer support or QA position in customer support field.
Fluent in English (equivalent to IELTS Speaking 6.5+)
Willing to work in shifts including night shifts monthly (7:00 – 16:00, 15:00 – 0:00, 23:00 – 8:00)
Excellent communication and interpersonal skills.
Demonstrated problem- solving skills, strategic and analytical capabilities.

Training will be offered
An employee who works at night (10 PM- 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
Full working equipment will be provided Annual Health Checkup
Salary at 100% during the probationary period
20 days leave (12 days of annual leave and 8 days of sick leave)
90% contribution of the gross salary to social insurance
Activities: Birthday party, Employee engagement activities.

Cập nhật gần nhất lúc: 2025-06-17 14:50:03