[HCM] Customer Service QA (Yêu Cầu 1-2 Năm Kinh Nghiệm QA Tổng Đài) - Lương Cứng 15-17M/Tháng

• Maintain and develop internal quality standards.
• Assess support interactions (calls, emails, and chats) based on established quality standards.
• Provide meaningful and constructive feedback during evaluation sessions.
• Discuss and explain feedback with agents in regular meetings.
• Analyze customer service metrics (e.g. CSAT, FRT, IQS) and evaluate how team performance impacts these KPIs.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Identify training and onboarding needs and initiate relevant programs and projects.
• Create reports that reflect agent performance and quality trends.
• Perform other duties as assigned by the Senior Manager/Director

Yêu cầu công việc

• At least 1 years of experience in Customer Service Quality Assurance (QA); experience in a call center environment is a strong advantage.
• Good command of English and proficiency in basic computer applications, including Outlook, Microsoft Word, and Excel.
• Strong self-motivation with the ability to work independently, demonstrate punctuality, pay close attention to detail, and manage multiple tasks effectively.
• Positive and outgoing personality with an excellent attendance record.
• Strong multitasking, prioritization, and time management skills.

Quyền lợi được hưởng

• 12 annual leave days (Unused leave days will be compensated in the December payroll).
• 11 public holidays in accordance with Vietnamese labor regulations.
• Social insurance coverage (BHXH, BHTN, BHYT) in compliance with Vietnamese labor law, effective immediately upon signing the official labor contract.
• Union benefits, including birthday gifts, International Women's Day gifts, funeral support, sick leave visits, maternity support, and other employee welfare programs.
• Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company continues to expand rapidly, employees have excellent opportunities for career advancement.
• Career Mobility: Opportunities to transfer to other positions or departments based on individual capabilities and career aspirations.
• US Headquarters Rotation Program: High-performing employees may have the opportunity to rotate to the company's US headquarters for valuable international experience and professional development.