QA Team Lead

Company: HR1's Client

Industry: IT- Software

Location : HoChiMinh

email: infor@hr1vietnam.com

phone: +84 028 3925 2566


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JOB DESCRIPTION

  • 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 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.
  • Analyzing the root cause of issue and able to design action plan.
  • Document Contact Center quality concerns &trends for procedural changes, recommendations & 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

JOB REQUIREMENT

  • At least 1 year experience developing and implementing quality assurance programs in a call center environment
  • Good at MS Office and CRM systems
  • Excellent oral, written and interpersonal communication skill
  • Ability to solve problems quickly and independently while working in a fast-paced environment.
  • Exceptional listening skills.
  • Intermediate to advanced reporting skills.
  • Excellent ability to identify and analyze data for trend.
  • Ability to multitask and perform in constantly changing environment.
  • Strong organizational, planning, prioritization skills.

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Interested candidates, please APPLY resumes as below
or, CONTACT US

P: +84 028 3925 2566 | info@hr1vietnam.com
A: 12th Floor HDTC BUILDING, 36 Bui Thi Xuan Str., Ben Thanh Ward, Dist.1, HCM City
W: http://www.hr1vietnam.com
In: https://www.linkedin.com/hr1vietnam
Fb: https://fb.com/hr1vietnam

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