Service Quality Assurance Specialist

I. Job duties of the Service Quality Assurance Specialist.
Service Quality Assurance Specialist is to:
- 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.
- Control the quality of customer service by senior operators, shift management operators, shift specialists for direct sales for incoming and outgoing calls by listening to audio recordings and evaluating them according to the approved quality assessment system.
- Control the quality of customer service by senior operators, shift management operators when servicing customers in an online consultant by viewing the history of dialogs and evaluations them using the approved quality assessment system.
- Monitor the correct implementation of regulatory procedures by operators.
- Identify systematic deviations in the service quality from the norm and provide information about them to his immediate supervisor immediately.
- Carry out the preparation of a monthly form of quality assessment on the quality of operators’ work.
- Consult operators on the service quality, control the exact implementation of all working methods.
- Handle incoming and outgoing calls.
- Provide customers with online support through the site.
- Provide advisory support to customers (potential customers), provide them with all available information on tariffs, services, procedures and promotions of the Company.
- 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.
- Make outgoing calls in order to consult customers in accordance with the tasks assigned to him by the management of the department.
- Perform customer verification using all methods of identification.
- 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.
- 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.
- For complex issues that require additional resources and special attention, quickly transfer them to the Country Manager.
- Carry out other activities within his competence, instructions of the management of the department.
- Provide only reliable information upon request within his competence and this Job Description.
- Maintain good relations with colleagues and management to create a friendly working environment and effective work.
- 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.
- Contact the Country Manager on all organizational issues, problems with equipment and inventory.
- Ensure cleanliness and order at the workplace.
- At the workplace, it is forbidden to engage in any activity that is not related to the work process.
- Comply with the work schedule set by the Company, observe labor and production discipline.
- Be responsible for the safety of equipment, inventory, information material that are located at the workplace.
- Observe and comply with the rules and regulations of labor protection, safety measures, sanitation and fire protection, internal regulations, requirements of this Job Description.
- A Service Quality Assurance Specialist is not allowed to leave his workplace without permission, change work with other employees without coordination with the Head of the Call Center.
- A Service Quality Assurance Specialist is prohibited from admitting unauthorized persons to the workplace and leaving the workplace unattended.
- Before the start of the work shift, the Service Quality Assurance Specialist has to familiarize himself with the new information in the local forum.
- Before the start of the work shift, the Service Quality Assurance Specialist has to make sure that the workplace is fully operational. The Service Quality Assurance Specialist has to report about all detected problems to the Country Manager.
- Comply with the laws of Vietnam in the field of counteracting the legalization (laundering) of proceeds of crime and the financing of terrorism, and comply with the programs and procedures provided for in the Internal Control Rules in order to counteract the legalization (laundering) of proceeds of crime and the financing of terrorism and the financing of the proliferation of weapons of mass destruction by Robocash Vietnam.

II. Rights of the Service Quality Assurance Specialist:
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.

III. Responsibility of the Service Quality Assurance Specialist.
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 Russian/ English
- Good communication skills
- Preferable for working in financial industry (Fintech technology), IT service industry
- Preferable for experience in Quality control in Customer service

*** What's on Offer
• 13th month salary
• Many advancement opportunities, professional working environment, multinational corporation culture.
• Participate in social insurance, health insurance and unemployment insurance in accordance with the law.

- 13th month salary
- Participate in social insurance, health insurance and unemployment insurance
- Many advancement opportunities, professional working environment, multinational corporation culture.

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