REQUIREMENTS:
General:
✓ Ensure Quality Monitoring is performed to improve overall quality performance per project
standards.
Specific:
✓ Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve
communication & quality.
✓ Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new
processes/scope changes.
✓ Report & analyze quality progress; ensure correct tagging of contact reason categories.
✓ Generate/update processes & guidelines for CSR adherence.
✓ Ensure recoveries are completed as needed.
✓ Attend calibrations & meetings to keep requirements aligned.
✓ Perform root-cause analysis and design action plans.
✓ Document CC quality concerns & trends; recommend procedural/training changes.
✓ Provide information to support performance feedback and motivate quality improvement.
✓ Test products/procedures to validate functionality & effectiveness.
✓ Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
✓ Other duties as assigned...
WE NEED YOU:
✓ ≥ 2 years of experience developing & implementing QA programs in a call center.
✓ Proven ability to gain frontline buy-in, deliver performance feedback, and drive calibrations to QA
requirements.
✓ Preferable: experience in flight/hotel/tourism.
✓ Strong Microsoft Office (Word/Excel/PowerPoint/Google Drive).
✓ Strong reporting & presentation skills.
✓ Good English communication.
✓ Excellent soft skills: oral & written communication, active listening, time management,
multitasking, adaptability, organization & prioritization, data analysis & trend identification..
BENEFITS:
✓ Salary: 18mil Gross.
✓ 13th month salary.
✓ Insurances per Vietnamese Labor Law.
✓ Promotion opportunities, salary increase once/year.
✓ Periodical bonus: twice/year.
✓ Bonuses, gifts for Holidays.
✓ Activities: Birthday party, Town Hall, Employee engagement activities.
✓ Meal allowance, transport allowance & parking fee...
