Quality Assurance (BPO, Customer Service)

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.)

Key Measure:

• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization

• Proficient in English (4 skills) (Advanced level)
• Have at least 1-year experience in QA in BPO, Contact center industry.
• Willing to work during Tet and holidays (with a salary up to four times the normal rate)
• Customer service mindset

• Salary offer: up to 24 million gross
• Salary at 100% during the probationary period
• 90% contribution of the gross salary to social insurance
• 20 days leave (12 days of annual leave and 8 days of sick leave)
• Training will be offered
• Full working equipment will be provided Annual Health Checkup
• Activities: Birthday party, Employee engagement activities.