Quality Assurance HCM (BPO - English - Up To 24M)

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.
Standardize the handling process and training materials.
Conduct recovery calls to mitigate high- risk cases, enhancing team performance.
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.
Conduct training on process, best practice, lesson- learnt and soft skill sharing.
Other tasks as assigned by the manager.
Provide accurate, timely reports on service quality, productivity, availability, and other key metrics on a daily, weekly, and monthly basis.
Perform root cause analysis for feedback surveys, identify issues, and develop action plans.

Demonstrated problem- solving skills, strategic and analytical capabilities.
Professional appearance, courteous manner, and clear, friendly phone voice.
Strong proficiency in English, both written and spoken, is essential (equivalent to IELTS SPEAKING 6.5 or TOEIC 800 or higher)
Excellent communication and interpersonal skills.
At least 1- year experience in QA position in customer support field.
Having experience/background in IT, Tech Support, high- tech projects is a plus.

Working schedule: Rotating shift

5 days a week, 9 hours per day, including 8 working hours and 1 hour for rest
Shift: 7am- 4pm; 3pm- 00am; 11pm- 8am

Training will be offered
Salary range: up to 24M gross
90% contribution of the gross salary to social insurance
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
Activities: Birthday party, Employee engagement activities.
20 days leave (12 days of annual leave and 8 days of sick leave)
Salary at 100% during the probationary period

Cập nhật gần nhất lúc: 2025-05-21 14:55:02