Senior Quality Analyst

Conduct daily monitoring, reviews and assessments, prepare documentation, measure quality performance.
Review track and manage the implementation & efficiency of all quality monitoring procedures and systems.
Conduct reviews of individual and team capability to ensure quality performance meets targets.
Review client claims and non-compliance issues.
Conduct data analysis to identify areas for improvements.
Identify and implement the best methodology that is appropriate and applicable to improve quality.
Develop, recommend and monitor corrective and preventive actions.
Evaluate and audit team quality included in external and internal reports.
Check and validate any findings and implement appropriate corrective action.
Maintain standards and performance quality for all services provided.
Maintain good communication with development teams to improve business processes.
Yêu cầu ứng viên
Have at least 3 years of experience as Quality Analyst in a similar capacity within a customer service, support or BPO work environment.
At least Associate Certificate.
English Proficiency Score (CERF) of C1 or better.
Above average competencies in the use of the following applications or their equivalents:
Excel (or any similar spreadsheet program).
Word (or any similar word processing program).
PowerPoint (or the equivalent).
Proficiency in the following concepts: Root Cause Analysis Tools (5 Whys, Scatterplot, Fishbone, FMEA), AID Coaching Methodology, SBIRA Coaching Methodology.
Content moderation environment work experience is a plus but not required.
Willing to work on public holidays and shifting schedules including night shifts when needed.
Willing to work on site in Hanoi - Vietnam
Quyền lợi được hưởng
Benefits
1. Salary and Benefits
Attractive salary and bonus;
Insurance covered by the company after the probation;
Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
Annual health check;
Fantastic internal events
Paid leave (12 days/year).
2. Working Environment
We work 40 hours per week;
International, fun and professional working environment;
Modern hardware provided by the company (laptop, monitor, etc.)
No dress code;
Free drinks (coffee, tea, etc.);
English working environment;
Training and career development opportunities