Senior Quality Assurance Specialist

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.
You will :

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.
Make recovery call for risky cases to minimize high- risk cases to drive CSAT.
Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
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.

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

Proficient in English (4 skills)
Having experience/background in IT, Tech Support, high- tech projects is a big plus.
Available for night shifts (working hours: 20:00- 5:00, onsite at the company office)
Have at least 6 months of experience in QA in BPO, Contact center industry.

12 days of annual leave, 8 days of sick leave
Annual Health Checkup
Full working equipment will be provided
90% contribution of the gross salary to social insurance
30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
Salary at 100% during the probationary period
Salary range: 18- 24 million gross
Training will be offered

Cập nhật gần nhất lúc: 2024-09-12 15:30:02