Quality Assurance Specialist – Travel App | BPO/Call Center | Office Hours | Up To 18M

Strong capability to secure frontline engagement, provide performance feedback, and conduct calibrations aligned with QA standards.
Excellent soft skills including communication, active listening, time management, multitasking, adaptability, organization, prioritization, data analysis, and trend identification.
Solid reporting and presentation abilities.
Good English communication.
Experience in the travel sector (flight, hotel, tourism) is an advantage.
Minimum 2 years of experience in developing and implementing QA programs within a call center environment.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Drive.

General:

Ensure Quality Monitoring is performed to improve overall quality performance per project standards.

Specific:

Generate/update processes & guidelines for CSR adherence.
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.
Perform root- cause analysis and design action plans.
Attend calibrations & meetings to keep requirements aligned.
Ensure recoveries are completed as needed.
Report & analyze quality progress; ensure correct tagging of contact reason categories.
Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
Other duties as assigned...
Provide information to support performance feedback and motivate quality improvement.
Test products/procedures to validate functionality & effectiveness.
Document CC quality concerns & trends; recommend procedural/training changes.

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

Cập nhật gần nhất lúc: 2026-01-23 05:00:04