Quality Assurance

  • Job code: JO22TCM14
  • Job level: Non-Management
  • Experience: 1
  • Category: Quality Assurance
  • Industry: Outsourcing
  • Posted on: 2022-04-19
  • Location: Thành phố Hồ Chí Minh (VN)
  • Salary: Up to 19,000,000 ₫
  • Expiry date:

Khách hàng của chúng tôi là thành viên của Tập đoàn đa quốc gia, là công ty vốn 100% Nhật Bản. Có kinh nghiệm 50 năm, đủ năng lực về tài chính, năng lực triển khai các dự án qui mô lớn về chăm sóc khách hàng, tư vấn các giải pháp dịch vụ, đem lại những kết quả kinh doanh tối ưu hóa lợi lợi nhuận, giảm chi phí vận hành.


Work hours

  • Monday to Saturday (9am – 6pm)

  • Working day: 25 days/month

Responsibilities

  • Ensure the quality monitoring is done to improve overall quality performance across the project based on the quality standards

  • Provide feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance

  • Train CSR’s on soft skills, call handling, ticket handling and communication skills

  • Provide report and analysis on quality progress to HOCS

  • Ensure contact reason categories are tagged correctly

  • Generate processes and guidelines for CSR’s to adhere

  • Attend calibration and meetings to ensure requirements are on par

  • Analyze the root cause of the issue and able to design an action plan.

  • Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.

  • Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns.

  • Test products and procedures to establish functionality and effectiveness.

  • Manage BPO performance to achieve KPIs of productivity, CSAT, CQM 

Requirements

  • Have 1+ year of experience in developing and implementing quality assurance programs in a call center environment

  • Experience in providing performance feedback

  • Experience managing and driving team calibration to QA requirement

  • Have the ability to solve problems quickly and independently while working in a fast-paced environment

  • Have an exceptional listening skill

  • Intermediate to advanced reporting skills

  • Excellent ability to identify and analyze data for trends

  • College Degree

  • Good at MS skill

  • Good at English both written and spoken

Nice to have

  • Experience in Tourism/Hospitality/Aviation/Accommodation

  • Experience in BPO

Benefits

  • Attractive Salary and Benefits

  • Performance appraisals every year 

  • Performance bonus twice a year

  • Various training on best practices and soft skills

  • Diverse careers opportunities with various industry and products

  • Company trip, big annual year-end party every year, team building, etc.


HỨA MỘNG TUYỀN
info@ckhrconsulting.vn
02871068279

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