WE NEED YOU: 
1. QA Team Management

• Lead, manage, and develop the QA/QC team to ensure consistent quality evaluation standards.  
• Assign workloads, monitor team performance, and provide regular coaching and feedback.  
• Set team KPIs and drive accountability for quality objectives.  
• Support recruitment, onboarding, and capability development of QA team members.  

2. Quality Assurance & Compliance

• Develop, implement, and maintain quality assurance frameworks, scorecards, and audit methodologies.  
• Conduct quality monitoring across calls, chats, emails, and other customer interaction channels.  
• Ensure compliance with internal policies, client requirements, and regulatory standards.  
• Organize internal and external calibration sessions to maintain evaluation consistency.  
• Identify quality gaps and recommend corrective and preventive actions.  
• Drive customer experience improvement initiatives through quality management programs.  

3. Data Analysis & Reporting

• Analyze quality data and operational metrics to identify trends and improvement opportunities.  
• Monitor key performance indicators including QA Score, CSAT, FCR, AHT, Compliance Rate, and Escalation Rate.  
• Conduct Root Cause Analysis (RCA) for recurring issues and service failures.  
• Prepare daily, weekly, monthly, and quarterly quality reports for management and clients.  
• Build and maintain dashboards to track quality performance and action plan effectiveness.  

4. Performance Improvement & Coaching

• Collaborate with Operations and Team Leaders to improve agent performance.  
• Design and implement coaching plans based on QA findings and operational KPIs.  
• Monitor post-coaching improvements and ensure action plans are effectively executed.  
• Support new hires and underperforming employees through targeted coaching programs.  
• Lead continuous improvement initiatives to enhance service quality and customer satisfaction.  

5. Training Process & Capability Development

• Conduct Training Needs Analysis (TNA) to identify capability gaps and training priorities.  
• Develop and execute monthly, quarterly, and annual training plans aligned with business objectives.  
• Design, update, and standardize training materials, SOPs, knowledge base content, and assessments.  
• Organize and oversee:  
  o Onboarding Training  
  o Product Training  
  o Process Training  
  o Refresher Training  
  o Upskilling Programs  
  o Train-the-Trainer Programs  
• Evaluate training effectiveness through assessment scores, QA scores, productivity, CSAT, and other operational KPIs.  
• Deliver follow-up coaching and development plans to ensure training effectiveness.  
• Ensure consistency and quality of training delivery across teams.  
• Coordinate with stakeholders to implement training related to new products, services, processes, or policies.  
• Develop competency frameworks and succession planning initiatives.  

6. SOP & Knowledge Management

• Develop, standardize, and maintain SOPs, work instructions, and knowledge management systems.  
• Ensure operational changes are effectively communicated and implemented.  
• Monitor adherence to established procedures and quality standards.  
• Support UAT testing and implementation of new processes and tools.  
• Maintain accurate and up-to-date operational documentation.  

7. Stakeholder & Client Management

• Participate in quality review meetings with clients and internal stakeholders.  
• Present quality performance results, root cause findings, and improvement plans.  
• Collaborate closely with Operations, Training, Workforce Management, Product, and other support teams.  
• Support new project implementation, process transitions, and service expansions.  
• Build strong working relationships with clients and key stakeholders.  

WORK LOCATION:

• Sohobiz Building, Floor 1, 38 Huynh Lan Khanh, Tan Son Hoa Ward, HCMC

WORKING TIME:

• Service time: 8:30 AM – 5:30 PM, Monday – Friday, 8:30 AM – 12:30 AM Saturday

REQUEST 
Education

• Bachelor‘s Degree or College Degree in Business Administration, Management, Education, 
  Communications, or related fields.  

Experience

• Minimum 2 years of experience in Quality Assurance/Quality Control within Contact Center, Customer Service, or BPO environments.  
• Minimum 1 year of supervisory or team leadership experience.  
• Experience in developing QA frameworks, calibration programs, coaching initiatives, or training programs is preferred.  
• Experience working directly with clients and stakeholders is an advantage.  
  Knowledge & Skills
• Strong understanding of Quality Assurance, Customer Experience, and Contact Center operations.  
• Excellent analytical and problem-solving skills.  
• Proficient in Microsoft Excel, Google Sheets, and reporting tools.  
• Knowledge of Power BI, Tableau, or other BI tools is preferred.  
• Strong coaching, training, facilitation, and presentation skills.  
• Experience in Root Cause Analysis (RCA) and Continuous Improvement methodologies.  
• Strong stakeholder management and communication skills.  
• Ability to manage multiple priorities in a fast-paced environment.  
• Good command of English communication and reporting.

BENEFITS

• 13th month salary.
• Insurances followed Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.