Junior Quality Assurance Specialist (Customer Service/ Call Center)

Job Description

QA(OPS) will be directly responsible for tasks including (but not limited to):

• 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 patient/doctors’s satisfaction.
• Training agent on soft skills, call handling, ticket handling, and communication skills.
• Providing report and analysis on quality progress to Manager/Head.
• Training agent on new implementations and process changes.
• Analyze the root cause of the 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.
• Manage team performance to achieve KPIs of CSAT, CQM.
• Participating in internal & external calibrations.
• Ensuring that internal policies, procedures, and compliance regulations are being followed
• Identifying operational / training issues and helping team in fixing these gaps.
• Support team to build SOP.
• Support ad-hoc audits.

Job Requirement

• At least 1-year experience QA/ QC in customer service/ call center/ contact center environment.
• Good at English.
• Intermediate to advanced reporting skills.
• Excellent ability to identify and analyze data for trends.
• Experience in providing performance feedback.
• Experience managing and driving team calibration to QA requirement.
• Willing to travel across HCMC and provinces to perform center audits.
•  Pro-active, hardworking and detail oriented.
• Be able to adapt to the needs of a growing business through ad-hoc support and/or changes to the work requirements.