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.
Monday to Saturday (9am – 6pm)
Working day: 25 days/month
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
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
Good at MS skill
Good at English both written and spoken
Nice to have
Experience in Tourism/Hospitality/Aviation/Accommodation
Experience in BPO
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