Senior Quality Assurance - QA HCM (Call Center/BPO - English Fluent - Offer Up To 24M)

Provide training & coaching for delivery team when needed
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
Other tasks assigned by line manager.
Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.) Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
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.
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:

Knowledge of key principles of quality management distributed in the organization
A common quality language regarding processes and improvements used in the organization
Ability to adapt to changes
Proactive collaboration with management team
Successful implementation of process improvements
Effective communication between departments

Have at least 1 year of experience in QA in BPO, Contact center industry
Fluent in English
Disciplined and highly motivated to motivate and encourage the team for improvement
Having sound judgement, fair and sensible
Excellent oral, written, and interpersonal communication skills
Demonstrated problem- solving skills, strategic and analytical capabilities
Strong determination for KPI achievement
Having experience/background in IT, Tech Support, high- tech projects is a big plus.
Experience in managing quality performance targets desired

Working schedule: Rotating Dayshift (6AM- 10PM)

9 hours/day (including 1- hour break), 5 days/week (2 non- fixed days off)
Any shift or schedulechanges will be notified by the manager
Holiday shifts will be registered in advance

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.
20 days leave (12 days of annualleave and 8 days of sick leave)
Salary at 100% duringthe probationary period.
Full workequipment will be provided.
90% contribution of the gross salary to social insurance.
Activities: Birthday party, Employee engagement activities.
Competitive Salary up to 24.000.000 VND Gross
Annual Health Checkupfor employees who have workedfor at least 6 monthsfrom the date of signing the official labor contract.

Cập nhật gần nhất lúc: 2025-08-27 19:35:02