WE NEED YOU:

✔ Ensure Quality Monitoring is performed to improve overall quality performance per project

standards.

✔ Conduct QA audits to ensure accuracy, compliance, and service quality.

✔ Provide feedback & coaching based on audit results, complaints, and satisfaction metrics.

✔ Support training on soft skills, communication, and new processes.

✔ Analyze quality trends; report results and ensure correct tagging/category usage.

✔ Update SOPs/guidelines and ensure recovery actions are completed.

✔ Join calibrations to keep scoring and requirements aligned.

✔ Perform root-cause analysis and recommend improvement actions.

✔ Track quality concerns and propose process/training changes.

✔ Test new features/processes to validate accuracy and usability.

✔ Support KPI goals including Productivity, CSAT, and CQM.

✔ Other duties as assigned...

WORK LOCATION:

✔  4th Floor, Pico Palaza, 20 Cong Hoa, Bay Hien Ward, Tan Binh District, HCMC

WORKING TIME:

✔ Rotating shift 8 hours/ day, 6 days/ week (1 day off any)

REQUEST:

✔ 1 years of experience developing & implementing QA programs in a call center.

✔ Experience in E-Commerce, Technology is a plus

✔ Proven ability to deliver feedback, drive quality improvements, and lead calibration alignment.

✔ Proficient in MS Office/Google Workspace.

✔ Strong reporting, data analysis, and presentation skills.

✔ Strong soft skills: communication, listening, time management, multitasking, adaptability, and prioritization.

BENEFITS:

✔ Salary: Negotiation

✔ Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field

✔ Promotion opportunities

✔ Periodical bonus: twice/year

✔ Position promotion, salary increase: once/year

✔ 13th month salary

✔ Insurances followed Vietnamese Labor Law

✔ Bonuses, gifts for Holidays

✔ Activities: Birthday party, Employee engagement activities