Customer Service QA (Kiếm Soát Chất Lượng CSKH MỸ)

As a Customer Service Quality Assurance, you will:

Discuss and explain feedback with agents in regular meetings.
Some other duties as required by the Senior Manager/Director.
Accompany evaluations with meaningful and constructive feedback.
Participate in calibration sessions to maintain consistency in internal evaluations.Map the need for training and onboarding programs and initiate these projects.
Assess support interactions (calls / email / chat) based on established quality standards.
Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
Maintain and develop internal quality standards.
Create reports that reflect agent performance.

Desired qualities include an outgoing personality and an outstanding attendance record.
At least 01 year 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.
Diploma/Bachelor’s Degree.
Effective multitasking, prioritization, and time management skills.

Softel Solutions offers more than just a job; it’s a chance to build a meaningful career within an iconic US brand while gaining valuable experience. Opportunities to learn American cultures and master your English as native American English- speaking

Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
Unbeatable base salary from 15M- 17M/month with the potential bonuses and incentives. (We can negotiate further based on your qualifications).
Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor → Manager → Director.
Work 5 days a week and 8 hours a day (9:00 am- 6:00 pm from Mon- Fri).

Join us and be part of a dynamic and winning team where your career growth matters!

Cập nhật gần nhất lúc: 2026-01-23 20:45:03