WE NEED YOU:
- ≥ 2 years of experience developing & implementing QA programs in a call center.
- Proven ability to gain frontline buy-in, deliver performance feedback, and drive calibrations to QA
requirements. - Preferable: experience in flight/hotel/tourism.
- Strong Microsoft Office (Word/Excel/PowerPoint/Google Drive).
- Strong reporting & presentation skills.
- Good English communication.
- Excellent soft skills: oral & written communication, active listening, time management, multitasking, adaptability, organization & prioritization, data analysis & trend identification..
WORK LOCATION:
- Scetpa Building, 19A Cong Hoa, Bay Hien Ward, HCMC.
WORKING TIME:
- 6 days/week (~25 days/month); 8 hours/shift.
- Service time: 24/7.
- Working hours: 08:00–17:00 or 09:00–18:00
REQUIREMENTS:
General:
- Ensure Quality Monitoring is performed to improve overall quality performance per project
standards.
Specific:
- Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.
- Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.
- Report & analyze quality progress; ensure correct tagging of contact reason categories.
- Generate/update processes & guidelines for CSR adherence.
- Ensure recoveries are completed as needed.
- Attend calibrations & meetings to keep requirements aligned.
- Perform root-cause analysis and design action plans.
- Document CC quality concerns & trends; recommend procedural/training changes.
- Provide information to support performance feedback and motivate quality improvement.
- Test products/procedures to validate functionality & effectiveness.
- Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
- Other duties as assigned...
BENEFITS:
- Salary: 18mil Gross.
- 13th month salary.
- Insurances per 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...
