Quality Assurance Specialist (Night Shift)

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.)
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.
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
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.
Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non- voice.
Key Measure:
Training will be offered
Available for night shifts (May work one shift during either of the following time frames: 20:00- 5:00 or 23:00- 8:00, onsite at the company office)
Successful implementation of process improvements
Competitive salary depending on experience
Have at least 1- year experience in QA in BPO, Contact center industry.
Annual Health Checkup
Yêu cầu ứng viên
Full working equipment will be provided
Experience in managing quality performance targets desired.
90% contribution of the gross salary to social insurance
Salary at 100% during the probationary period
A common quality language regarding processes and improvements used in the organization Knowledge of key principles of quality management distributed in the organization
Excellent speaking and writing in English.
Annual performance review
30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
Quyền lợi
Strong determination for KPI achievement.
12 days of annual leave, 8 days of sick leave

Cập nhật gần nhất lúc: 2024-09-11 17:40:03