Benefits

Job Description

General:
Ensure Quality Monitoring is performed to improve overall quality performance per project
standards.
Specific:
Provide feedback & coaching based on QA audits, complaints, and seller satisfaction to improve communication & quality.
Train CSRs on soft skills, call/ticket handling, and communication; deliver training for new processes/scope changes.
Report & analyze quality progress; ensure correct tagging of contact reason categories.
Generate/update processes & guidelines for CSR adherence.
Ensure recoveries are completed as needed.
Attend calibrations & meetings to keep requirements aligned.
Perform root-cause analysis and design action plans.
Document CC quality concerns & trends; recommend procedural/training changes.
Provide information to support performance feedback and motivate quality improvement.
Test products/procedures to validate functionality & effectiveness.
Manage BPO performance to achieve KPIs: Productivity, CSAT, CQM.
Other duties as assigned...

Minimum 2 years of experience in developing and implementing QA programs within a call center environment.
Strong capability to secure frontline engagement, provide performance feedback, and conduct calibrations aligned with QA standards.
Experience in the travel sector (flight, hotel, tourism) is an advantage.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Drive.
Solid reporting and presentation abilities.
Good English communication.
Excellent soft skills including communication, active listening, time management, multitasking, adaptability, organization, prioritization, data analysis, and trend identification.

Ho Chi Minh

Tầng 8, Tòa nhà Scetpa, 19A Cộng Hòa, Phường 12, Tân Bình, TP. Hồ Chí Minh