Quality Control Manager

1. Objectives
▪ Ensures the implementation and maintenance of quality control procedures.
2. Responsibilities
▪ Management of the quality control department.
▪ General quality control of employees (listening to calls, checking reports, training), as well as work processes.
Identification of errors in conversations, processes, systems, the formation of proposals for their correction.
▪ Assessment of the level of business communication skills and professional skills of call-center operators (the ability
to listen / evaluate sound files to identify errors in design, operator rudeness, etc.). Compliance with the processing
time.
▪ Analysis and evaluation of calls in accordance with the developed evaluation technology (scripts and regulatory
documents)
▪ Maintaining regular reporting (weekly, monthly, quarterly, etc.).
▪ Monitoring the level of quality (development dynamics) of employees and processes
▪ Providing feedback to employees on the assessment of call center service quality control.

* Application and Job requirements
3.1. Application requirements
▪ Bachelors/Master’s Degree in Quality Management or relevant major.
3.2. Job Requirements
▪ Working experience of Quality Control function or Call Center in bank is a plus.
▪ Attention to detail, perseverance.
▪ Confident PC ownership.
▪ Responsible attitude to work.
▪ Ability to work with a large amount of information.
▪ Competent spoken and written English
▪ High level of stress resistance (skills to work with objections and claims of employees who do not agree with the
results of the audit).
▪ Sociability.
▪ Ability to organize their activities.
▪ Ability to solve problems.
4. Compensation and Benefits
▪ Competitive salary: negotiable
▪ 100% salary for 2 months probationary period
▪ Working time: Monday to Friday (8:30AM to 5:30PM)
▪ Participate fully in social insurance benefits after 2 months of probation
▪ 24/7 Personal health insurance after 2 months of probation
▪ Paid leaves: 58 days (including 18 annual leaves and 40 sick leaves)
▪ Free parking
▪ 13th month salary
▪ Professional, dynamic working environment, training program and promotion roadmap
▪ Bonus on Tet and other holidays of the year.
▪ Annual salary increase based on KPI
▪ Annual team building trip
▪ Free drinks, entertainment area, karaoke, parties for festivals, sporting events, and overseas tours.

- 13th month salary, Performance bonus and monthly incentive
- 24/7 Healthcare Insurance
- 62 full paid leaves a year

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