Quality Assurance Specialist (BPO Industry)
ClosedQuality Control Quality Assurance Software Quality Assurance (QA)
勤務地
総空席数
福利厚生
追加の健康保険
無料のランチと軽食
仕事用のノートパソコン/デスクトップ
職務概要
• 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
必要なスキルと経験
• 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.
この求人に応募する理由
• 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
iTechWXについて
Conquer the Everest, Together with iTechwx. [Contact Center Services] iTechwx constructs contact centers with customer-oriented advocates, supporting global customers with multi-languages and multi-media. iTechwx offers tech-focused contact center services, with our advanced operation standards, specialized training programs, and innovative management structure. [Information Technology Services] iTechwx provides services including design, development, testing, maintenance, support, and project management for both software and hardware products in frontier technological domains such as Cloud Computing, Internet of Things, Big Data, Smart Technology, Mobile Technology, etc. Company Profile/About us iTechwx is newly born in the summer of 2022 in Ho Chi Minh City, Vietnam. We locate in Binh Thanh District, settling the office inside Opal Tower. As the first stop in SEA region, iTechwx encounters Vietnam, and particularly the city of Ho Chi Minh because of the richness in human resources, as well as the prospecting technology industries in this robust city. We see opportunities - specifically to the sector of cloud solutions and managed IT services. We believe a One-Stop Digital Transformation Service is the solution to most enterprises. iTechwx is specialized in agile recruiting, designated training, and managing services to drive exceptional quality in delivery. iTechwx is also empowered to incubate technical talents. We invent highly efficient training, mentoring, onboarding, and quality assurance processes, incorporating with the essence of customer services. We see the city is awaiting to practice the most to succeed. We invest on the talents. iTechwx commits to carefully treat each employee, and to forge a company brand full of vitality. Employees in iTechwx always find easy access to company resources. Teams are supplemented with supporting groups to take care of employee work experience.
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