Nhân Viên Kiểm Tra Chất Lượng (QA Call Center)

- Maintain and develop internal quality standards.
- Assess support interactions (calls / email / chat) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Map the need for training and onboarding programs and initiate these projects.
- Create reports that reflect agent performance.
- Some other duties as required by the Senior Manager/Director.
Yêu cầu công việc
- Diploma/Bachelor’s Degree.
- 1-2+ years of experience in Customer Service QA (experience in the call center is a big plus).
- Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
- Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
- Desired qualities include an outgoing personality and an outstanding attendance record.
- Effective 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 based on regulations.
- Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) starts immediately after signing the official labor contract, along with participation in the company’s exciting internal activities.
- Receive union benefits such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,...
- Career Growth Opportunities: Clear promotion path from CSR Starter → Senior CSR / QA → Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement.
- Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
- Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.