Quality Assurance (English Speaking - Customer Service, Call Center, BPO)

You will:

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.

• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.

• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.

• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.

• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.

• Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses:

Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)

Yêu cầu công việc

• Proficient in English (4 skills) (Advanced level)

• 1 – 3 years of experience in QA (experience in Presales is preferred)

• Willing to work during Tet and holidays (with a salary up to four times the normal rate)

• Customer service mindset

Quyền lợi

• Thưởng: Salary up to four times the normal rate for working during Tet and holidays.
• Chăm sóc sức khoẻ: 90% contribution of gross salary to social insurance.
  Annual health checkup.
• Nghỉ phép có lương: 20 days of leave: 12 days of annual leave and 8 days of sick leave.
• Đào tạo: Training will be offered.
• Máy tính xách tay: Laptop provided.
• Hoạt động nhóm: Birthday party and employee engagement activities.
• Khác: Salary at 100% during the probationary period.
  Full working equipment will be provided.