Mô tả công việc
We’re looking for a Quality Assurance to be responsible for the overall service quality of the team, business and physical compliance. Maintain a high and consistent level of support quality across the team.
About us: We are, iTechwx, established in mid- 2022, with 600 employees across 3 offices within Ho Chi Minh City. iTechwx dedicates the One- Stop Digital Transformation Service to our customers aiming to become an IT outsourcing company. Renowned for delivering premium Contact Center and IT support services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
You will :
Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
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.
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.
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.
Key Measure:
A common quality language regarding processes and improvements used in the organization Knowledge of key principles of quality management distributed in the organization
Successful implementation of process improvements
