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Quality Assurance Specialist (BPO Industry)

Quality Control Quality Assurance Software Quality Assurance (QA)

Icon company Công ty

iTechWX

Icon salary Lương GROSS
Thương lượng
Icon Location Vị trí
Ho Chi Minh
Icon Vacancies Số lượng còn trống
1 person(s)

Phúc lợi

Extra health insurance Extra health insurance
Free lunch and Snacks Free lunch and Snacks
500.000 VND/month as food allowance
Laptop/desktop for works Laptop/desktop for works

Tổng quan về công việc và trách nhiệm

• 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

Kỹ năng và kinh nghiệm tối thiểu

• 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.

Tại sao ứng viên nên làm ở đây

• 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

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