Quality Assurance ( Call Center / E-Booking Service)

QA(OPS) will be directly responsible for tasks including (but not limited to):

• Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
• Providing feedback and coaching based on quality audits, complaints and seller satisfaction
• Remarks to improve on their communication and overall quality performance
• Training CSR’s on soft skills, call handling, ticket handling, and communication skills
• Providing report and analysis on quality progress to HOCS
• Ensuring contact reason categories are tagged correctly
• Generating process and guidelines for CSR’s to adhere
• Ensuring recoveries are done
• Attending calibration and meetings to ensure requirements are on par
• Training CSR on new implementations and process changes.
• Analyze the root cause of the issue and able to design an action plan.
• Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
• Test products and procedures to establish functionality and effectiveness.
• Manage BPO performance to achieve KPIs of productivity, CSAT, CQM

• At least 1-year experience developing and implementing quality assurance programs in a call center environment
• Good at English
• Ability to solve problems quickly and independently while working in a fast-paced environment
• Exceptional listening skills
• Intermediate to advanced reporting skills
• Excellent ability to identify and analyze data for trends
• Experience in providing performance feedback
• Excellent time management
• Experience managing and driving team calibration to QA requirement

• 13th-month salary and project bonus
• Attractive Salary and Benefits
• Extensive coaching and training
• Performance appraisals every year
• Annual health checkup
• Compliance fully to Vietnam labor code
• Company trip, team-building events