Quality Team Leader (Customer Service)

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☞ VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

Visualizza: 232

Giorno di aggiornamento: 14-04-2024

Località: Ho Chi Minh

Categoria: Consulenza / Servizio Clienti Garanzia di qualità / Controllo di qualità

Posizione: Trưởng nhóm / Giám sát

Stipendio: Trên 25.000.000 VND MONTH

Educazione: Cao đẳng

Esperienza: 5 - 10 năm kinh nghiệm

Sesso: Nam / Nữ

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Descrizione del lavoro

- Responsible for monitoring contacts
- Responsible for preparing and providing feedback to agents
- Data analysis and making designated reports/decks
- Participating in internal & external calibrations
- Communication to heighten awareness and focusing on importance of positive customer experience
- Making recommendations and driving improvement
- Ensuring that internal policies, procedures, and compliance regulations are being followed
- Reduce learning curve and help enhance product/process knowledge of new joiners
- Ensuring that internal policies, procedures, and compliance regulations are being followed

Requisiti di lavoro

- Ensure quality based intervention
- Ensure that Process quality and training is delivered effectively in the stipulated timelines
- Evaluate process quality and take corrective actions which should be tangible
- Evaluate effectiveness of T & D interventions
- Improve calibration of QIC ,SME and CSM within team
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
- Design and develop Quality framework
- Ensure uniform quality of training being delivered by all training teams in line with client requirement
- Interact and streamline channels of communications with other Functions and Clients
- Provide quality floor support, feedback, refresher and corrective training
- Groom and develop QIC talent in-house
- Should be aware of RTR process
- Should have excellent excel and presentation skills
- Should be capable of analyzing dataset and extracting insight
- Should be collaborative and team player
- Should have knowledge of basic quality tools like PDCA , LSS , PARETO etc.

Informazioni sui contatti

Contatto: VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

Indirizzo: 06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward , Quận 12 , Hồ Chí Minh , Viet Nam

Scadenza: 14-05-2024

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