Quality Assurance Team Head

Manage Quality Assurance team:
• Quality Assurance call’s scope and process
• Set the sampling method with specific criteria such as: total sample size, complaint ratio for those team in scope of QA call
• Review and update related Manual frequently
• Manage Team performance: quality, productivity, shift rotation...
• Managing Team head counts to meet requirements: daily operational activities and targets, resource planning/monitor..
• Designing and managing call evaluation process end to end.
• Review and update Script as/when needed
• Coordinating with relevant department to implement quality projects to improve business processes and services;
Training/Recruitment responsibilities:
• Provide Technical (workflow, professional) and soft skills training for team members
• Right people right skill sets
Reporting & Others
• Organize meeting with relevant teams/departments to feedback & discuss about improvement solutions
• Prepare Recon outstanding reports as per agreed schedules
• Responsible for handling and managing related initiatives/programs appointed by Line Managers
• Provide Call evaluation report as per agreed schedules
• Other periodic and ad- hoc quality and productivity reports
• Other assigned tasks by Head of Customer Service Center/Division Head
• Other operational reports
• Define, assess, monitor and follow- up all Operational Risks and Control

Qualification
• Education Background: University graduate (preferably in Economics, Finance, Banking or Business Administration)
Work Experience
• At least 1 years of experience of Quality Control in Call Center or play as QA Associate
• Preferable experience in Project Management
Knowledge
• Proven experience in managing a QA or Call Center
• Understanding about SVFC&039;s products
• Analytic mind with Quality Assurance methodology’s knowledge (6- Sigma, TQM, ...)
• Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team
• Manual/procedures/process building up
Skills
• Relationship building & Teamwork
• Conflict management
• Deep understanding about Quality Assurance methodology
• Evaluation guideline/ Procedures/process,... building up
• Agility and adaptability
• Carefulness, perseverance, motivation and self motivation
• Analysis skill and good at numbers
• Attention to detail and quality orientation

Annual leave:- 14 – 20 Days of annual leave- 3 days of sick leave with pay- Get 1 additional annual leave for each 5 full years of service
Training opportunities:- Professional qualification sponsorship- Online course sponsorship- Language sponsorship: English, Korean
Other extras:- Vietnam company trip- Engagement and outdoor Quarterly/Yearly Employee Recognition- Long service award: 5 years, 10 years, 15 years activities (birthday, football, charity etc)
Benefits:- Social insurance- Premium health insurance for employees and their related persons- Annual health check- Competitive salary- Attractive Bonus (monthly / yearly bonus, incentive)- Guaranteed 13th month salary- Annual salary review
Colleagues:- Friendly and dynamic working environment

Cập nhật gần nhất lúc: 2024-04-18 03:15:21