QA TEAM LEADER (CALL CENTER)

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

  1. Work location: Ho Chi Minh
  2. Industry: Customer Service
  3. Job level: Experienced
  4. Job type: Permanent
  5. Salary: Competitive

 

Job description

  • Manage team: 5 headcounts Quality Assurance
  • Ensuring Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
  • Providing feedback and coaching based on quality audits, complaints, and seller satisfaction remarks to improve on their communication and overall quality performance
  • Training CSR’s on soft skills, call handling, ticket handling, and communication skills
  • Providing report and analysis on quality progress to HOCS
  • Ensuring contact reason categories are tagged correctly
  • Generating process and guidelines for CSR’s to adhere
  • Ensuring recoveries are done
  • Attending calibration and meetings to ensure requirements are on par
  • Training CSR on new implementations and process changes.
  • Analyze the root cause of the issue and able to design action plan.
  • Document Contact Center quality concerns and trends for procedural changes, recommendations, and training.
  • Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
  • Test products and procedures to establish functionality and effectiveness.
  • Manage BPO performance to achieve KPIs of productivity, CSAT, DSAT, CQM
  • Other duties as assigned

Job Requirement

  • At least 1-year experience in Team Lead position
  • At least 2 years experience in QA position
  • Fluency in English
  • Experience in BPO in a plus
  • Experience in managing to performance targets desired.
  • Working knowledge of tools, methods, and concepts of quality assurance.
  • Disciplined and high motivated to motivate and encourage the team for improvement.
  • Excellent data collection and analysis skills
  • Strong attention to detail.

Required Job Skills

monitoring coaching communication training csr motivation fluency english

Other Information

QUYỀN LỢI ĐƯỢC HƯỞNG

  • 13th-month salary and project bonus
  • Attractive Salary and Benefits
  • Extensive coaching and training
  • Performance appraisals every year
  • Annual health checkup
  • Compliance fully to Vietnam labor code
  • Company trip, team-building events