QA Supervisor

Internal Job Grade: AM/ Supervisor
Division/ Location/ Country: Operations & Technology/ Ho Chi Minh City/ Vietnam, Prudential Vietnam Finance Company
Immediate Supervisor’s Position Title: Head of Operations

Role Purpose:
- to evaluate quality of all calls made by nominated teams in line with company requirements and recommend for improvement;
- to manage team head-counts to meet requirements: daily operational activities and targets, resource planning/monitor… and build a team with positive thinking, team work spirit.

Key Accountabilities and Performance Measures Impacted:
Key Accountabilities
QA task
- Review, prepare and follow up annual Call evaluation rate and criteria
- Review and update Evaluation Guideline as well as Manual regularly
- Coordinate with relevant departments to implement quality assurance to improve business processes and services
- Provide Call evaluation report as per agreed schedules
Leader task
- Recruit and provide the training technical workflow as well as soft skills training to team members
- To be responsible for handling and managing related initiatives/programs appointed by Line Managers
- Define, assess, monitor and follow-up all Operational Risks and Control based on PCA RCF (Risk Categorization Framework)

Performance measures
QA task
- Within set TAT, accuracy and completeness
- Perform as Evaluation Guideline required
- Follow project’s timeline (SLA required)
- Within set TAT, accuracy and completeness
Leader task
- Strictly as per Company’s guideline.
- Do well any task assigned by Line Manager/ OPT Head
- Follow Risk Categorization Framework

1. Qualification:
- Education Background: University graduate (preferably in Economics, Finance, Banking or Business Administration)
- Good command of English
- Familiar with financial service software and reporting system

2. Experience:
- At least 3 to 5 years of experience in managing group of people in financial services industries
- Proven experience in managing a QA or Call Center is an advantage
- Analytic mind with Quality Assurance methodology’s knowledge (6-Sigma, TQM, …)

3. Knowledge:
Basic knowledge: Finance, Banking, QA knowledge preferred

4. Skills:
- Competencies: Strong leadership, teamwork spirit and excellent management skill are required
- Computer skill: Expert in MS Office skills
- Languages capability: Good command of spoken and written English and Vietnamese
- Pleasant attitude with excellent interpersonal skills

Others
- Analysis skill and good at numbers
- Good communication and interpersonal skills
- Teamwork spirit, motivated and proactive
- To get deep understanding and fully comply with (1) Corporate Integrity Policies (including: policies of Conflict of Interest, Anti-Fraud, Anti-Bribery & Corruption (Gift &Entertainment register), (2) Anti-Money Laundering Policy & Countering Terrorism Financing; (3) and regulation on your roles and responsibilities in operational manual.
- To be responsible for reporting suspected incidents of fraud.
- This job description is reviewed on annually basis and subject to change upon business requirement.
- Familiar with financial service software and reporting system

- 13th month salary Payment
- Personal Accident and Healthcare Program for employee
- Professional Working Environment

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