Quality Assurance Specialist Call Center - App Social Video

Công ty TNHH Transcosmos Vietnam

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Ngày cập nhật: 14-06-2024

Địa điểm: Hồ Chí Minh

Ngành nghề: Tư vấn - Chăm sóc khách hàng Quản lý chất lượng (QA/QC)

Vị trí: Nhân viên

Mức lương: 14 triệu - 16 triệu

Trình độ: Cao đẳng

Giới tính: Nam / Nữ

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Mô tả công việc

- Ensure Quality Monitoring is done to improve overall quality performance across the project based on the quality standards
- Provide feedback and coaching based on quality audits, complaints, and seller satisfaction
remarks to improve their communication and overall quality performance
- Train CSRs on soft skills, call handling, ticket handling, and communication skills
- Provide report and analysis on quality progress to HOCS
- Ensure contact reason categories are tagged correctly
- Generation process and guidelines for CSRs to adhere
- Ensure recoveries are done
- Attend calibration and meetings to ensure requirements are on par
- Train CSRs on new implementations and process changes.
- Analyze the root cause of issue and able to design an 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, CQM
- Other duties as assigned
* Working place: 4 Floor, 20 Cong Hoa, Ward 12, Tan Binh District, HCMC.
* Working time: 8 hours/ day, 6 days/ week (1 day off any)
* Benefits:
- Salary: Negotiate
- Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
- Promotion opportunities
- Periodical bonus: twice/year
- Position promotion, salary increase: once/year
- 13th month salary
- Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, Employee engagement activities

Yêu cầu công việc

- At least 1-year experience in QA/QC position, knowledge of Contact Center/Telesales
- Methodologies and operational principles is a plus
- English skill
- Advanced knowledge of MS products, particularly Excel
- Excellent communication skills – Analytical, able to analyze data and draw insights.
- High level of accuracy and attention to de

Thông tin liên hệ

Liên hệ: Phòng nhân sự

Hạn nộp: 14-07-2024

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