Chuyên Viên Đảm Bảo Chất Lượng Dịch Vụ_Service Quality Assurance Specialist

Service Quality Assurance Specialist is to:
1. Strictly comply with and fulfil the requirements of the Service Standards at the main stages of servicing individuals in remote service channels of Robocash Vietnam.
2. Control the quality of customer service of Customer Service staff, Debt collector, Underwriter for incoming and outgoing calls by listening to audio recordings or by viewing the history of dialogs and evaluating them according to the approved quality assessment system.
3. Identify systematic deviations in the service quality from the norm and provide information about them to his immediate supervisor immediately.
4. Carry out the preparation of a monthly form of quality assessment on the quality of operators’ work.
5. Consult operators on the service quality, control the exact implementation of all working methods.
6. Select and offer optimal solutions to the customers in connection with the particular issue; convince customers of the profitability of the proposal; offer various types of services for discussion.
7. Become familiar with new information necessary for customer service timely. Increase his professional and educational level, attend trainings, meetings organized by the management of the Company.
8. Work with customers’ complaints and wishes, transfer them to the Country Manager or to the appropriate departments in accordance with the Rules established in the Company.
9. Not to disclose information relating to the activities of the Company that became known to him in the process of fulfilling his duties, to comply with the requirements of the Regulation on Commercial Secret.
10. Comply with the laws of Vietnam in the field of counteracting the legalization (laundering) of proceeds of crime and the financing of terrorism.

The Service Quality Assurance Specialist has the right to:
1. Make suggestions for improving the work at his workplace.
2. Make suggestions for training operators according to identified drawbacks.
3. Receive information in full necessary to solve the tasks assigned to the department.
4. Inform the immediate supervisor of all identified violations during the work and make suggestions for their elimination.
5. Demand from the management of the Company to assist in the performance of his professional duties and the execution of rights.
6. For all social guarantees provided for by law.

The Service Quality Assurance Specialist is responsible for:
1. Failure to perform or improper performance of his duties stipulated by this Job Description, to the extent determined by the current labor legislation of Vietnam.
2. Causing material damage to the employer – to the extent determined by the current labor and civil legislation of Vietnam.
3. For offenses committed in the process of carrying out his activities – to the extent determined by the current administrative, criminal, civil legislation of Vietnam.

- Language Vietnamese and English
- Good communication skills
- Preferable for working in financial industry (Fintech technology), IT service industry
- Preferable for experience in Quality control in Customer service

- KPI bonus
- Insurances as Vietnamese regulations
- 15-day annual leave