Quality Assurance Specialist (BPO Industry)
Quality Control Quality Assurance Software Quality Assurance (QA)
Salary
Location
Benefits
Extra health insurance
Free lunch and Snacks
Laptop/desktop for works
Job Overview And Responsibility
• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner. • Make recovery call for risky cases to minimize high-risk cases to drive CSAT. • Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice. • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies. • Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. • Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined. • Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, Drivers, Attributes, etc.) Key Measure: • Successful implementation of process improvements • A common quality language regarding processes and improvements used in the organization • Knowledge of key principles of quality management distributed in the organization
Required Skills and Experience
• Available for night shifts (May work one shift during either of the following time slots: 20:00 - 5:00 or 23:00 - 8:00, onsite at the company office) • Have at least 1-year experience in QA in BPO, Contact center industry. • Excellent speaking and writing in English. • Experience in managing quality performance targets desired. • Strong determination for KPI achievement. • Disciplined and highly motivated to motivate and encourage the team for improvement. • Excellent oral, written, and interpersonal communication skill. • Demonstrated problem-solving skills, strategic and analytical capabilities. • Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Why Candidate should apply this position
• Salary at 100% during the probationary period • 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift • Training will be offered • Full working equipment will be provided • 90% contribution of the gross salary to social insurance • 12 days of annual leave, 8 days of sick leave • Annual Health Checkup
Preferred skills and experiences
• Having experience/background in IT, Tech Support, high-tech projects is a big plus
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