WE NEED YOU:
- Review agents’ interaction/cases across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contribute to calibration sessions to evaluate agent performance.
- Identify lapses in agents’ performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- Can conduct QA report base on the scoring result base on KPI orientation: Result, Root Cause and Action need
- Review the performance appraisal and organize the discussion of Individual Development Plan
WORK LOCATION:
- Tan Binh District, HCMC.
WORKING TIME:
- Service time: willing to work under shifting mode (6 am – 2 pm, 2 pm – 10 pm)
REQUIREMENTS:
- Graduated from College or above.
- Fluent in English both written and spoken (TOEIC 650 for English and SHK4 for Chinese) or the same level
- Minimum 6 months years of experience in QA role (specialized in BPO industry
- SOP and customer-oriented
- Strong attention to detail
- Can work under high workload of reading with high accuracy
- Excellent computer skills with MS Office
- Willing to work on Saturday/Sunday and national holidays
- Willing to work overtime if needed
BENEFITS:
- 13th-month salary.
- Insurances followed Vietnamese Labor Law.
- Promotion opportunities, salary increase once/year.
- Periodical bonus: twice/year.
- Bonuses, gifts for Holidays.
- Activities: Birthday party, Town Hall, Employee engagement activities.
- Meal allowance, transport allowance & parking fee.
