Quality Assurance (Call Center)

Time working: 6 days/week, rotating shift (No nightshift)
Location: QTSC9, Quang Trung Software City (Công viên phần mềm Quang Trung), To Ky, District 12, HCMC, will relocate office to client site in District 7 from June 2025
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm&039;s reputation and safeguarding, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Provide basic assistance within a specific section of the company&039;s customer service quality
• Recommend appropriate actions to resolve identified problems, as needed
• Design and analyze moderately complex reports to satisfy management requirements
• Assist to management team to set up the KPI target, in charge on checking data, calculating and reporting Contact Center agents’ performance in proper manner
• Develop and prepare reports and records relating to quality and risk control
• Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements.
• Develop and maintain working knowledge of industry practices and standards
• Perform quarterly internal audit via MCA test to ensure robust control in Contact Center
• Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
• Daily monitor Contact Center team’ s activities with sample check Day 2 and call monitoring
• Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Write specifications for new report programs, spreadsheets and other devices to produce reports

• 2 years of experience in a related role
• English B2 and above

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Phụ cấp thâm niên, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-01-18 04:15:03