Quality Assurance Team Head

Manage Quality Assurance team:
• Quality Assurance call&039;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
• Managing Team head counts to meet requirements: daily operational activities and targets, resource planning/monitor..
• Review and update related Manual frequently
• Manage Team performance: quality, productivity, shift rotation...
• Review and update Script as/when needed
• Designing and managing call evaluation process end to end.
• Coordinating with relevant department to implement quality projects to improve business processes and services;
Training/Recruitment responsibilities:
• Right people right skill sets
• Provide Technical (workflow, professional) and soft skills training for team members
Reporting & Others
• Responsible for handling and managing related initiatives/programs appointed by Line Managers
• Provide Call evaluation report as per agreed schedules
• Prepare Recon outstanding reports as per agreed schedules
• Other assigned tasks by Head of Customer Service Center/Division Head
• Organize meeting with relevant teams/departments to feedback & discuss about improvement solutions
• Define, assess, monitor and follow- up all Operational Risks and Control
• Other periodic and ad- hoc quality and productivity reports
• Other operational reports

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
• Analytic mind with Quality Assurance methodology&039;s knowledge (6- Sigma, TQM, ...)
• Manual/procedures/process building up
• Experienced in: Recruitment, training, coaching, reporting & Objectives/goals setting up for the team
• Understanding about SVFC&039;s products
Skills
• Analysis skill and good at numbers
• Evaluation guideline/ Procedures/process,... building up
• Deep understanding about Quality Assurance methodology
• Conflict management
• Agility and adaptability
• Carefulness, perseverance, motivation and self motivation
• Relationship building & Teamwork
• Attention to detail and quality orientation

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

Cập nhật gần nhất lúc: 2024-04-11 23:45:25