Quality Assurance Supervisor

• Supervise QA team and assess the performance;
• Monitor Customer Service calls, emails, and chat for accuracy and call handling standards;
• Measure Customer Service Agent performance via recordings and case audits, providing feedback;
• Measure process performance via recordings and case audits, providing feedback;
• Prepare and analyze quality reports for management review;
• Work with team leads and supervisors on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service;
• Participate in the design of call monitoring process and quality standard definition;
• Participate in identifying customer needs and expectations;
• Isolate and identify areas of improvement;
• Facilitate call calibration sessions for Customer Service staff, team leaders and supervisor;
• Test & detect system failures and report to engineering;
• Identify potential quality issues in the defined process and escalate potential quality issues immediately to management for resolution;
• Create standardized scripts used for customer correspondence. Validate macro and script;
• Manage capacity and disaster recovery planning for operations team;
• Identify the training needs of the team and coordinate with trainers to implement the knowledge transfer;
• Make recommendations on tools, techniques or processes to enhance service quality;
• Other tasks assigned by Supervisors and Board of Director.

• 4 years’ experience in call center/customer support in a quality assurance/improvement role.
• Direct experience in quality control, quality assurance required;
• Experience as a trainer or coach for customer service teams;
• A strong understanding of customer service principles;
• Experience in e-commerce or online business preferred;
• Project management experience, able to work independently on multiple concurrent initiatives;
• Demonstrated problem-solving skills, strategic and analytical capabilities;
• Result-oriented, problem solver, analytical skill, and customer-focused;
• Excellent command of spoken and written English and Vietnamese;
• Minimum of a bachelor degree in relevant field.

- Under company's policy

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